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- Tasks: Join our Helpdesk team to resolve tech issues and provide top-notch customer service.
- Company: Apogee, part of HP Inc, streamlines IT needs for diverse organisations with 30 years of expertise.
- Benefits: Enjoy flexible working, 33 days holiday, professional development support, and wellness programmes.
- Why this job: Be part of a culture that values innovation, inclusivity, and making a real impact.
- Qualifications: Seeking natural troubleshooters with a solid grasp of network terminology and client-focused helpdesk experience.
- Other info: We offer a supportive environment for career growth and community involvement.
The predicted salary is between 28800 - 43200 £ per year.
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 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.
Working Hours
Monday to Friday, 8:30 AM to 5:30 PM, including a 1-hour lunch break (40 hours per week).
Experience and Skills Required
- Natural trouble-shooter who enjoys taking on new challenges.
- A good understanding of solution architecture, i.e. load balancing, server queue distribution.
- Strong understanding of basic network terminology and infrastructure topology, e.g. router, IP addressing, basic DNS, SMTP, SNMP, IPV4, SMB, WAN & VPN.
- Ability to troubleshoot some of the advanced features of solutions such as PaperCut/Equitrac/SafeQ/SafeCom, for example Clustering/HA.
- Competencies in Win OS & Mac OS.
- Ability to logically research queries not immediately known to them.
- Comprehensive troubleshooting techniques and good knowledge of Document Managed Services.
- Understanding of virtual server and Cloud hosting services.
- Working experience/understanding with Microsoft SQL (preferred).
- Ability to hold a conference call with the customer's senior IT.
- Experience in a client-focused helpdesk environment.
- Papercut L2 Certification (preferred).
- Microsoft Certified: Azure Fundamentals accreditation (preferred).
- Excellent time management & organisational skills.
- Ability to work under pressure to specific SLAs, 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.
- Cycle to work 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.
Level 3 Helpdesk Technician employer: Apogee Corporation
Contact Detail:
Apogee Corporation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Level 3 Helpdesk Technician
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as PaperCut, Equitrac, and Microsoft SQL. Having hands-on experience or relevant certifications can set you apart from other candidates.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for network-related issues. Being able to demonstrate your problem-solving abilities during the interview will show that you're ready to tackle the challenges of a Level 3 Helpdesk Technician.
✨Tip Number 3
Prepare to discuss your experience in a client-focused helpdesk environment. Share specific examples of how you've exceeded customer expectations, as this aligns with our core values and the role's responsibilities.
✨Tip Number 4
Showcase your communication skills by practising how you would explain complex technical issues to non-technical clients. This is crucial for keeping clients informed and ensuring their satisfaction throughout the support process.
We think you need these skills to ace Level 3 Helpdesk Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Level 3 Helpdesk Technician role. Emphasise your troubleshooting abilities, knowledge of network terminology, and any certifications you hold.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and technical support. Mention specific examples of how you've resolved complex issues in previous roles and how you embody the core values of Apogee.
Highlight Relevant Certifications: If you have certifications like Papercut L2 or Microsoft Certified: Azure Fundamentals, make sure to include them prominently in your application. These qualifications can set you apart from other candidates.
Showcase Communication Skills: Since excellent communication is key for this role, provide examples in your application of how you've effectively communicated with clients or team members in past positions. This could be through written reports or during conference calls.
How to prepare for a job interview at Apogee Corporation
✨Showcase Your Troubleshooting Skills
Be prepared to discuss specific examples of how you've diagnosed and resolved technical issues in the past. Highlight your problem-solving process, especially in high-pressure situations, as this role requires quick thinking and effective solutions.
✨Understand the Technical Terminology
Familiarise yourself with key network terminology and infrastructure concepts mentioned in the job description, such as IP addressing, DNS, and VPNs. This will demonstrate your technical knowledge and ability to communicate effectively with clients and team members.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle P1 outages or complex technical cases. Practice articulating your thought process and the steps you would take to resolve these issues, showcasing your experience and expertise.
✨Emphasise Communication Skills
Since client satisfaction is crucial, be ready to discuss how you maintain clear and timely communication with clients during incidents. Share examples of how you've kept clients informed and managed their expectations in previous roles.
