3rd Line Helpdesk Technician (Remote)

With 30 years of industry expertise, Apogee supports organisations of all sizes and sectors by streamlining their IT needs through a single point of contact.

As an independent subsidiary of HP Inc, we have the advantage of being part of one of the world’s leading technology companies, with instant access to the latest innovation all supported by our market leading service operations.

Our core values - Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People, and Flexibility - shape our culture and guide our actions. We prioritise ethical business practices, fostering relationships and promoting diversity and inclusion.

Our culture allows you to innovate and develop your career with the support of an expanding corporate and progressive organisation. We are looking for inspiring and pioneering individuals, who want to make a difference in their careers as well as in the world around them. We are proud of all our employees, who are at the heart of what we do. If you become part of our journey, everything is possible, and the opportunities are endless.

At Apogee Corporation, we believe that true innovation flourishes when everyone is free to be their authentic selves. As an Equal Opportunity Employer, we are committed to creating an inclusive environment where every unique perspective is valued and celebrated. We draw on the richness of our differences—across age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, and beliefs—because we know that our collective strength lies in our diversity. Here, your individuality drives our shared success, and we actively encourage you to bring your whole self to Apogee.

Job Summary

As part of our fast-paced and dynamic Helpdesk team, the 3rd Line Helpdesk Technician will be responsible for resolving printing, network, and service issues remotely, delivering efficient and effective customer service to Apogee and HP clients. The role requires a strong focus on exceeding client expectations and supporting the following products to a high level:

• PaperCut MF
• PaperCut Hive
• SafeQ Cloud
• MyQ

Key Responsibilities

• Communicate promptly with clients, keeping them informed of incident progress and notifying them of any changes or planned outages.
• Investigate and resolve software faults related to printing, scanning, faxing, colour queries, and network issues.
• Respond to P1 outages within the specified SLA timescales.
• Produce Major Incident reports following P1 incidents.
• Collaborate with HP Support teams to provide technical support to clients.
• Take ownership of escalated calls and manage them through to resolution.
• Escalate software issues to manufacturers as necessary.
• Ensure client satisfaction by meeting service levels and escalating requests that cannot be fulfilled within agreed times.
• Contribute to the growth of the HP3S technical knowledge base.
• Stay updated with the latest developments in managed print solutions and related technologies.

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role is fully remote and home-based. Attendance at our offices is required periodically for team meetings and training.

Flexibility:

We support work-life balance and encourage applications from those seeking flexible working arrangements, where possible within the role and business needs. If you require flexibility, please indicate this in the salary box section of your application, after specifying your salary expectations, so we can discuss it early in the process.

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

Experience and Skills Required

• A natural troubleshooter who enjoys tackling new challenges.
• A solid understanding of solution architecture, including load balancing and server queue distribution.
• Strong understanding of basic network terminology and infrastructure, such as routers, IP addressing, basic DNS, SMTP, SNMP, IPv4, SMB, WAN, and VPN.
• Understanding of virtual server and cloud hosting services.
• Experience working with Microsoft SQL (preferred).
• Previous experience in a client-focused helpdesk environment.
• Strong time management and organisational skills.
• Ability to work under pressure, prioritising and multitasking to meet specific SLAs.
• Excellent communication skills, including a professional telephone manner.
• Methodical with great attention to detail.
• Ability to work both independently and as part of a team.
• Flexible and adaptable to changing demands.

Benefits

• Flexible working options
• 33 days holiday including bank holidays
• Holiday purchase scheme
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Pension scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
• Mental health first aider support programme
• Cycle2work scheme
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes
• Mobile phone discounts

We are a Disability Confident Committed Employer.

Apogee Corporation is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We welcome all applicants and are open to considering flexible working options.