3rd Line Helpdesk Technician (Remote)

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.