Senior Helpdesk Technician

Anytime; 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. This role focuses on resolving printing, network, and service issues while delivering outstanding customer service. You will utilize remote access software to assist clients, respond to outages promptly, and contribute to a growing technical knowledge base. If you thrive in a fast-paced environment and enjoy mentoring others, this opportunity is perfect for you. Join a company that values efficiency and client satisfaction, and take your career to the next level.

Qualifications

• Experience in providing technical support in a fast-paced environment.
• Strong communication skills to maintain client satisfaction.

Responsibilities

• Assist clients in diagnosing and resolving technical issues remotely.
• Produce Major Incident reports and mentor Level 2 technicians.

Skills

Remote Access Software

Customer Service

Network Troubleshooting

Technical Support

Incident Management

Job description

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

2 days home, 3 office - after training

As part of our fast paced and dynamic Helpdesk team, the role of Helpdesk Technician aims to resolve printing, network and services issues remotely, delivering an efficient and effective customer service to our clients, focused on exceeding expectations.

Responsibilities:

1. Use remote access software to assist clients in diagnosing and resolving software, print, scan, fax, colour, network, and software support issues.
2. Respond to P1 Outages within the allocated timescales.
3. Produce Major Incident (MI) reports following P1 incidents.
4. Act as an escalation point for Level 2 team, collaborating with Professional Services to resolve intricate technical cases.
5. Mentor Level 2 technicians, providing feedback from escalations to Level 3.
6. Ensure client satisfaction.
7. Escalate service requests that cannot be met within agreed service levels.
8. Communicate promptly with clients, keeping them informed of incident progress, changes, or outages.
9. Contribute to Apogee's growing technical knowledge base, especially in infrastructure and networking.

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 form is quick and easy—no need to repeat your entire CV, we promise!