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For Companies At a Glance
- Tasks: Resolve printing, network, and service issues remotely for clients.
- Company: Join Apogee, a leader in managed print solutions, working with HP.
- Benefits: Enjoy remote work flexibility and a supportive work-life balance.
- Why this job: Be part of a dynamic team focused on exceeding client expectations and enhancing tech skills.
- Qualifications: Strong problem-solving skills and a passion for customer service 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
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 set you apart during the interview.
✨Tip Number 2
Brush up on your remote troubleshooting skills. Since this role is fully remote, demonstrating your ability to resolve issues effectively without being on-site will be crucial.
✨Tip Number 3
Prepare examples of how you've exceeded client expectations in previous roles. This will help you showcase your customer service skills, which are essential for this position.
✨Tip Number 4
Highlight your ability to work collaboratively with support teams. Being able to communicate effectively with HP Support teams will be key, so think of instances where teamwork led to successful problem resolution.
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. Be specific about your previous roles and how they relate to the job description.
Craft a Strong Cover Letter: In your cover letter, emphasize your commitment to customer service and your ability to exceed client expectations. Mention any experience you have with managing incidents and collaborating with support teams.
Show Flexibility: If you require flexible working arrangements, clearly state 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 Skills
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.
✨Communicate Clearly
Since the role involves keeping clients informed, practice clear and concise communication. During the interview, demonstrate your ability to explain technical concepts in a way that non-technical clients can understand.
✨Demonstrate Problem-Solving Abilities
Prepare examples of how you've resolved complex issues in previous roles. Focus on your approach to investigating problems and how you ensure client satisfaction through effective solutions.
✨Emphasize Flexibility and Team Collaboration
Discuss your willingness to adapt to different working patterns and your experience working remotely. Highlight any instances where you've collaborated with teams, especially in high-pressure situations, to resolve incidents.
