Level 1 Technical Helpdesk Technician

ABOUT USWith 30 years of industry expertise, Apogee supports organisations of all sizes and sectors by streamlining their IT needs through a single point of contact. As an independent subsidiary of HP Inc, we have the advantage of being part of one of the world’s leading technology companies, with instant access to the latest innovation all supported by our market leading service operations. Our core values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People, and Flexibility – shape our culture and guide our actions. We prioritise ethical business practices, fostering relationships and promoting diversity and inclusion. Our culture allows you to innovate and develop your career with the support of an expanding corporate and progressive organisation. We are looking for inspiring and pioneering individuals, who want to make a difference in their careers as well as in the world around them. We are proud of all our employees, who are at the heart of what we do. If you become part of our journey, everything is possible, and the opportunities are endless. At Apogee Corporation, we believe that true innovation flourishes when everyone is free to be their authentic selves. As an Equal Opportunity Employer, we are committed to creating an inclusive environment where every unique perspective is valued and celebrated. We draw on the richness of our differences—across age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, and beliefs—because we know that our collective strength lies in our diversity. Here, your individuality drives our shared success, and we actively encourage you to bring your whole self to Apogee. Please take the time to look at our excellent Trustpilot reviews We have been awarded “Customer Experience Foundation Membership” showing our commitment to excellent customer service. JOB DETAILSWe are looking for a dedicated and customer-focused Level 1 Helpdesk Technician to join our dynamic Enterprise Services team at Apogee Corporation. This role is ideal for someone with a strong interest in IT support who thrives in a fast-paced helpdesk environment. As a Level 1 Helpdesk Technician, you will be the first point of contact for clients experiencing technical issues, supporting remote troubleshooting and providing exceptional customer service. You will work with a wide range of technologies, including print, scan, and basic PC and network support, while assisting with the triage and resolution of Secure Print applications. This is a fantastic opportunity to grow your technical skills within a supportive and inclusive organisation, where innovation and development are part of the everyday culture. Key Responsibilities Provide remote support to clients for printing, scanning, faxing, and colour-related queries. Triage and resolve hardware and network issues on desktops and laptops as part of our Managed IT Services. Use remote management tools to investigate and diagnose issues efficiently. Deliver clear and timely communication to clients on incident progress and planned changes. Ensure a high level of customer satisfaction by resolving queries within agreed SLAs. Escalate unresolved or complex cases to the appropriate internal teams in a timely manner. A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week. SKILLS AND EXPERIENCE REQUIRED Understanding of basic networking concepts such as IP addressing, DNS, and routing. Familiarity with protocols including SMTP, SNMP, SMB, Bonjour, and IPv4. Basic fault-finding skills for laptop and desktop hardware issues. Broad awareness of managed print services and associated hardware. Comfortable working in both PC and MAC environments. Experience using remote management tools for diagnosis and support (preferred but not essential). Previous exposure to a customer-focused helpdesk or IT support environment. Strong verbal and written communication skills with a clear telephone manner. Ability to work under pressure while maintaining attention to detail. 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 Staff Reward Scheme 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 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 Corporation 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. We actively support work-life balance and encourage candidates to share any flexibility requirements, which we will do our best to accommodate where possible within the needs of the role and the business. If flexibility is important to you, please include this information in the salary section of your application, after stating your salary expectations, so we can discuss it early in the process. If you have a disability or health condition and require any reasonable adjustments during the application or recruitment process, please contact us on