Technical Escalation Engineer – Print and Cloud Solutions

Apogee; City of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading technology firm in London seeks a Technical Escalation Engineer to support enterprise print management solutions. Key responsibilities include troubleshooting complex issues and partnering with customers across cloud environments. The ideal candidate will have strong communication skills and a proven track record. The role offers flexible working options and various employee benefits.

Benefits

Flexible working options

33 days holiday including bank holidays

Enhanced family-friendly benefits

Pension scheme

Employee Assistance Programme

Discounted Gym Membership

Cycle2work scheme

Qualifications

• Proven experience supporting enterprise print management solutions such as PaperCut, Control Suite, uniFLOW.
• Strong understanding of networking, Active Directory, server infrastructure and cloud platforms.
• Superb communication and customer-facing skills.

Responsibilities

• Partner with customers across varied IT landscapes.
• Provide expertise across cloud and on-prem print management solutions.
• Troubleshoot complex issues via remote tools.

Skills

Supporting enterprise print management solutions

Understanding of networking

Strong communication skills

Customer-facing skills

Ability to work under pressure

Job description

Technical Escalation Engineer – Print and Cloud Solutions

Join to apply for the Technical Escalation Engineer – Print and Cloud Solutions role at Apogee Corporation.

Apogee transforms how organisations of every size and sector manage their IT. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting‑edge innovation backed by market‑leading service operations.

Job Details

This role is subject to an Enhanced Disclosure and Barring Service (DBS) check. Applicants are required to disclose all spent and unspent convictions, cautions, reprimands, and final warnings that are not protected under the Exceptions Order 1975. Any offer of employment will be conditional upon a satisfactory DBS certificate and a risk assessment of any disclosed information.

What you will be doing

• Partner with customers operating across varied IT landscapes, including Azure and hybrid cloud ecosystems.
• Provide expertise across cloud and on‑prem print and scan management solutions.
• Own high‑priority escalations end‑to‑end, ensuring customers feel supported and confident at every step.
• Troubleshoot complex issues via remote tools, diving deep into server, infrastructure, and networking layers.
• Work alongside vendors, Technical Helpdesk teams and internal stakeholders to drive resolution and enhance customer outcomes.
• Champion best practice, process discipline, and continual service improvement.
• Communicate with clarity, empathy, and confidence in high‑profile customer touchpoints.

Skills and Experience Required

• Proven experience supporting enterprise print management solutions such as PaperCut (including Hive), Control Suite, uniFLOW, Printix, SafeCom, YSoft, and similar platforms.
• Strong understanding of networking, Active Directory, server infrastructure and cloud platforms.
• Ability to work under pressure, meeting SLAs and managing competing priorities.
• Superb communication and customer‑facing skills.
• Mindset grounded in ownership, curiosity, and team contribution.

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward‑thinking business.

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.

Why Join Apogee

At Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation.

Diversity and inclusion are at the heart of our success. As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.

We support flexibility and accessibility. If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on 0345 300 9955 – we are committed to making your experience inclusive and accessible.

We are proud to support the Armed Forces community. We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families.

Our award‑winning customer service speaks for itself – take a look at our excellent Trustpilot reviews and our “Customer Experience Foundation Membership” accreditation.

Apogee may close this advert early if enough applications are received, so we encourage you to apply promptly.

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