24/7 Helpdesk Technician (Remote)

Apogee Corporation; Cambridge; Remote; GBP 25,000 - 40,000

Job description

24/7 Helpdesk Technician (Printers Faults)

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.

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.

Job Summary

Are you a problem solver with a passion for technology? Do you thrive in a fast-paced environment where every challenge is an opportunity to innovate? At Apogee Corporation, we are looking for a 24/7 Helpdesk Technician to join our HP3S Helpdesk team, providing expert remote support to our clients.

Why Apogee?

As an independent subsidiary of HP Inc., we deliver cutting-edge workplace and IT solutions that empower organisations to work smarter. Our commitment to excellence, innovation, and customer-first service drives us to redefine what is possible.

The Role

As a 24/7 Helpdesk Technician, you will play a key role in resolving printing, network, and software issues remotely, ensuring a seamless experience for our clients. Working within a shift pattern—including evenings and weekends—you will support solutions such as PaperCut MF, SafeQ Cloud, and HP-branded products while maintaining exceptional service standards.

What You Will Do

• Use remote access tools to diagnose and resolve print, scan, fax, colour, and network-related faults.
• Respond to P1 Outages within SLA timeframes and produce Major Incident reports.
• Provide technical support in collaboration with HP support teams.
• Manage escalated calls through to resolution.
• Maintain detailed technical documentation and contribute to knowledge base growth.
• Ensure timely and professional communication with clients at all times.

Hours: The shifts will operate on a bi-weekly basis, on the below times:

08:00am - 17:00pm
16:00pm - 1:00 am
12:00am - 09:00am

Training before the shift patterns start will be a minimum of 4 weeks business hours.

Experience and Skills Required

What We Are Looking For

• Strong troubleshooting skills with a proactive approach to problem-solving.
• A good understanding of solution architecture, load balancing, and server queue distribution.
• Knowledge of network infrastructure (e.g., IP addressing, DNS, SNMP, SMTP, WAN, VPN).
• Experience with Microsoft SQL (preferred).
• Ability to work under pressure, prioritise tasks, and meet SLAs.
• Strong communication skills with a customer-first mindset.

Why Join Us?

At Apogee, we foster a culture of collaboration, inclusivity, and professional growth. You will be part of an organisation that values integrity, accountability, and innovation, offering opportunities to develop your skills and advance your career in the tech industry.

If you are ready to take on a dynamic technical support role with a forward-thinking company, we want to hear from you!

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.