Address Maidstone
Job Summary
Hybrid working pattern, 2 home working, 3 office
Monday to Friday 8am – 5pm, 8.30 – 5.30 and 9am – 6pm on a rota
As part of our fast paced and dynamic Helpdesk team, the role of Helpdesk Technician aims to resolve printing, network and services issues remotely. Additionally, you will be involved in the triage of Laptop & PC break fix hardware support, delivering an efficient and effective customer service to our clients, focused on exceeding expectation
Key Responsibilities
Using remote access software to assist our clients in resolving printing related queries (print, scan, fax, colour queries and network related issues), in addition to providing remote break fix triage of laptop & desktop PC support in line with Apogee’s Managed IT Services offering.
Problem diagnosis & fault resolution.
Timely communication with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Investigate connection issues and concerns on ARMA (Apogee Remote Management Application) for both Printing, and PC issues directly with our clients.
Ensure client satisfaction
Escalate service requests that cannot be scheduled within agreed service levels.
About us
Winner of the Investors in Sales 2023 and Winner of the PrintIT Awards for Employee Experience 2021, Apogee Corporation provide Managed Workplace, Managed Print and Managed IT Services with Europe\'s Largest Multi-Brand solution. 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.
We are committed to our sustainability objectives and are involved in frequent community and charity initiatives to support our vision. We are passionate about diversity, equity, and inclusion with a culture of originality. Our recent investment of £250,000 in employee training and development highlights our commitment to investing in enhancing the skills, knowledge, and experience of our employees.
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.
About you
Understanding of basic network terminology, e.g., network routing, IP addressing, basic DNS
Understanding basic hardware fault finding for laptop and desktop issues
Understanding of key protocols e.g. SMTP,SNMP,DNS,IPV4, Bonjour, SMB
PC and MAC experience
Experience of a client focused helpdesk environment
Experience in utilising remote management tools to diagnose, investigate and resolve faults/consumable consumption/diagnose predictive parts (preferred but not essential)
Good time management
Excellent organisational skills
Ability to work under pressure to specific SLA’s, to prioritise and multitask
Excellent communication skills & telephone manner
Methodical with an aptitude for attention to detail
Able to work in a team as well as independently
Adaptable and flexible 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
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
Please take the time to look at our excellent Glassdoor and Trustpilot reviews We have been awarded “Customer Experience Foundation Membership” showing our commitment to excellent customer service.
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
