Level 3 Helpdesk Technician

AnyTime digital work; Maidstone; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A technology support company in Maidstone is seeking a Help Desk Technician to resolve technical issues while delivering excellent customer service. The ideal candidate will have strong troubleshooting skills, knowledge of network terminology, and experience with both Windows and Mac operating systems. This role offers a hybrid working model and a comprehensive benefits package including flexible working options, extensive holidays, and professional development opportunities.

Benefits

Flexible working options

33 days holiday

Pension scheme

Employee Assistance Programme

Discounted Gym Membership

Qualifications

• Enjoys new challenges as a natural trouble-shooter.
• Able to troubleshoot advanced features of solutions.
• Understanding of virtual servers and cloud hosting.

Responsibilities

• Assist clients in diagnosing software-related faults.
• Respond to P1 Outages within allocated timescales.
• Produce Major Incident reports following P1 incidents.
• Mentor Level 2 technicians.
• Ensure client satisfaction and timely communication.

Skills

Troubleshooting

Solution architecture

Network terms and topology

Windows OS

Mac OS

Document Managed Services

Microsoft SQL

Conference call facilitation

Tools

PaperCut

Equitrac

Cloud hosting

Microsoft Azure (Certified)

Job description

Help Desk Technician

Location: Maidstone, England, United Kingdom

Job Details

Hours: 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 efficient and effective customer service to our clients, focused on exceeding expectations.

Responsibilities

• Using remote access software to assist 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).


• Microsoft Certified: Azure Fundamentals (preferred).

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 local communities.


• Staff Reward Scheme.


• Pension scheme.


• Life assurance 4 × 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.

Apogee reserves the right to close this advertisement or withdraw the role at any time. We encourage interested candidates to apply promptly to avoid disappointment.

Apogee 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. If flexibility is important to you, please include this information in the salary section of your application.

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.

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