Level 3 Helpdesk Technician

Apogee Corp; Maidstone; On-site; GBP 25,000 - 35,000; Full time

Job summary

A technology solutions provider in Maidstone seeks a Helpdesk Technician to resolve IT issues and deliver customer support. The role includes remote work, mentoring Level 2 technicians, and ensuring client satisfaction. Candidates should have strong troubleshooting skills and understanding of network systems. The position offers a hybrid work model with opportunities for professional growth.

Benefits

Flexible working options

33 days holiday

Enhanced family friendly benefits

2 paid days off for voluntary work

Staff Reward Scheme

Life assurance 4 x salary

Sponsorship for professional development

Employee Assistance Programme

Discounted Gym Membership

Eye care voucher scheme

Free flu vaccinations

Employee social events

Qualifications

• Enjoys troubleshooting and new challenges.
• Has good understanding of network topology and terms.
• Capable of logical research for unfamiliar queries.

Responsibilities

• Resolve printing and network issues remotely.
• Respond to P1 outages within allocated timescales.
• Produce reports following major incidents.
• Mentor Level 2 technicians.
• Ensure client satisfaction and timely communication.

Skills

Troubleshooting

Solution architecture

Basic network knowledge

Advanced solutions troubleshooting

Windows and Mac OS proficiency

Research skills

Document Managed Services knowledge

Virtual servers and Cloud hosting understanding

Microsoft SQL knowledge

Communication with senior IT customers

PaperCut L2 Certification

Job description

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.

We have been awarded “Customer Experience Foundation Membership” showing our commitment to excellent customer service.

JOB DETAILS

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, focussed on exceeding expectations

• Using remote access software to assist our clients in diagnosing and resolving software related faults and faults relating to print, scan, fax, colour queries, network related issues and software support.
• Respond to P1 Outages within the allocated timescales.
• Produce Major Incident (MI) reports following P1 incidents.
• Act as an escalation point for our Level 2 team, whilst working with our Professional Services teams to solve intricate technical cases.
• Mentor Level 2 technicians, providing feedback from their escalations to Level 3
• Ensure client satisfaction.
• Escalate service requests that cannot be met within agreed service levels.
• Timely communication with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Contribute to Apogee’s growing technical knowledge base specifically in the infrastructure and networking space.

SKILLS AND EXPERIENCE REQUIRED

Natural trouble-shooter who enjoys new challenges

Good understanding of solution architecture (load balancing, server queue distribution)

Strong knowledge of basic network terms and topology (router, IP addressing, DNS, SMTP, SNMP, IPV4, SMB, WAN, VPN)

Able to troubleshoot advanced features of solutions like PaperCut, Equitrac, SafeQ/SafeCom (e.g., Clustering/HA)

Competent in Windows and Mac OS

Able to research unfamiliar queries logically

Strong troubleshooting skills and knowledge of Document Managed Services

Understanding of virtual servers and Cloud hosting

Experience or understanding of Microsoft SQL (preferred)

Able to hold conference calls with senior IT customers

PaperCut L2 Certification (preferred)

BENEFITS

• Flexible working options
• 33 days holiday including bank holidays
• 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
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes

Apogee Corporation is dedicated to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. We welcome applicants from all backgrounds and are open to discussing flexible working arrangements. We actively support work-life balance and encourage candidates to share any flexibility requirements, which we will do our best to accommodate where possible within the needs of the role and the business. If flexibility is important to you, please include this information in the salary section of your application, after stating your salary expectations, so we can discuss it early in the process.

If you have a disability or health condition and require any reasonable adjustments during the application or recruitment process, please contact us on 0345 300 9955 and ask to speak to the Talent Team. We are committed to ensuring an inclusive and accessible experience for all applicants.

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.

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