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- Tasks: Resolve printing, network, and service issues remotely for clients.
- Company: Join Apogee, a dynamic team focused on exceptional customer service.
- Benefits: Enjoy remote work flexibility and a supportive work-life balance.
- Why this job: Be part of a fast-paced environment that values client satisfaction and technical growth.
- Qualifications: Strong problem-solving skills and a passion for technology are essential.
- Other info: Quick application process with no need to repeat your CV.
The predicted salary is between 28800 - 43200 £ per year.
As part of our fast-paced and dynamic Helpdesk team, the 3rd Line Helpdesk Technician will be responsible for resolving printing, network, and service issues remotely, delivering efficient and effective customer service to Apogee and HP clients. The role requires a strong focus on exceeding client expectations and supporting the following products to a high level:
Is this the role you are looking for If so read on for more details, and make sure to apply today.
PaperCut MF
PaperCut Hive
SafeQ Cloud
MyQKey Responsibilities
Communicate promptly with clients, keeping them informed of incident progress and notifying them of any changes or planned outages.
Investigate and resolve software faults related to printing, scanning, faxing, colour queries, and network issues.
Respond to P1 outages within the specified SLA timescales.
Produce Major Incident reports following P1 incidents.
Collaborate with HP Support teams to provide technical support to clients.
Take ownership of escalated calls and manage them through to resolution.
Escalate software issues to manufacturers as necessary.
Ensure client satisfaction by meeting service levels and escalating requests that cannot be fulfilled within agreed times.
Contribute to the growth of the HP3S technical knowledge base.
Stay updated with the latest developments in managed print solutions and related technologies.A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role is fully remote and home-based. Attendance at our offices is required periodically for team meetings and training.
Flexibility:
We support work-life balance and encourage applications from those seeking flexible working arrangements, where possible within the role and business needs. If you require flexibility, please indicate this in the salary box section of your application, after specifying your salary expectations, so we can discuss it early in the process.
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
Remote working/work at home options are available for this role.
3rd Line Helpdesk Technician (Remote) employer: Apogee Corporation Limited
Contact Detail:
Apogee Corporation Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Helpdesk Technician (Remote)
✨Tip Number 1
Make sure to familiarize yourself with the specific products mentioned in the job description, like PaperCut MF and MyQ. Having hands-on experience or knowledge about these solutions will give you an edge during the interview.
✨Tip Number 2
Highlight your experience in remote troubleshooting and customer service. Be ready to share examples of how you've effectively resolved issues for clients in a timely manner, as this is crucial for the role.
✨Tip Number 3
Prepare to discuss your approach to managing P1 outages and how you ensure client satisfaction. This shows that you understand the importance of service levels and can handle high-pressure situations.
✨Tip Number 4
Since the role is remote, emphasize your ability to work independently and manage your time effectively. Mention any previous remote work experience to demonstrate your capability in this environment.
We think you need these skills to ace 3rd Line Helpdesk Technician (Remote)
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities of a 3rd Line Helpdesk Technician. Familiarize yourself with the specific technologies mentioned, such as PaperCut MF, SafeQ Cloud, and MyQ.
Tailor Your CV: Highlight your relevant experience in resolving printing, network, and service issues. Emphasize any previous roles where you provided customer service or technical support, especially in a remote setting.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and how your skills align with the company's needs. Mention your ability to communicate effectively with clients and your commitment to exceeding their expectations.
Showcase Flexibility: If you require flexible working arrangements, be sure to mention this in the salary box section of your application. This shows that you are proactive and open to discussions about work-life balance.
How to prepare for a job interview at Apogee Corporation Limited
✨Show Your Technical Expertise
Be prepared to discuss your experience with the specific products mentioned, like PaperCut MF and MyQ. Highlight any relevant troubleshooting scenarios you've handled in the past, especially those related to printing and network issues.
✨Demonstrate Excellent Communication Skills
Since the role involves keeping clients informed about incident progress, practice clear and concise communication. Be ready to provide examples of how you've effectively communicated with clients or team members in previous roles.
✨Understand Service Level Agreements (SLAs)
Familiarize yourself with SLAs and their importance in a helpdesk environment. Be prepared to discuss how you prioritize tasks and manage incidents within specified SLA timescales.
✨Emphasize Client Satisfaction
Prepare to talk about how you ensure client satisfaction in your work. Share specific instances where you went above and beyond to meet client expectations or resolve issues efficiently.
