Senior Helpdesk Technician

TieTalent; Maidstone; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Helpdesk Technician to join their dynamic team. In this role, you will resolve printing, network, and service issues while providing exceptional customer service. You'll work closely with Level 2 technicians, mentoring them and acting as an escalation point for complex cases. This position offers a hybrid work model, allowing you to balance remote work with office collaboration. If you thrive in a fast-paced environment and are passionate about helping clients exceed their expectations, this opportunity is perfect for you.

Qualifications

• Experience in resolving software-related faults and issues.
• Strong customer service skills with a focus on client satisfaction.

Responsibilities

• Diagnosing and resolving software-related faults using remote access.
• Producing Major Incident reports and ensuring timely updates to clients.

Skills

Remote Access Software

Customer Service

Network Troubleshooting

Incident Management

Mentoring

Job description

Hours of work: Monday to Friday 8am - 6pm on a rota basis, HYBRID

2 days home, 3 office - after training

Role Overview

As part of our fast-paced and dynamic Helpdesk team, the role of Helpdesk Technician involves resolving printing, network, and services issues remotely, providing efficient and effective customer service to our clients with a focus on exceeding expectations.

Key Responsibilities

1. Using remote access software to diagnose and resolve software-related faults and issues related to print, scan, fax, colour queries, network issues, and software support.
2. Responding to P1 Outages within the allocated timescales.
3. Producing Major Incident (MI) reports following P1 incidents.
4. Acting as an escalation point for Level 2 team, collaborating with Professional Services to resolve complex technical cases.
5. Mentoring Level 2 technicians and providing feedback from escalations to Level 3.
6. Ensuring client satisfaction.
7. Escalating service requests that cannot be met within agreed service levels.
8. Communicating timely updates to clients regarding incident progress, changes, or outages.
9. Contributing to Apogee’s technical knowledge base, especially in infrastructure and networking.

Additional Information

Apogee reserves the right to close this advertisement or withdraw the role at any time if sufficient applications are received or recruitment needs change. We encourage interested candidates to apply promptly to avoid disappointment.

Our application process is quick and easy – no need to repeat your entire CV, we promise.