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For Companies At a Glance
- Tasks: Provide advanced remote support for print, network, and software services.
- Company: Join Apogee, a leading tech company with 30 years of expertise.
- Benefits: Enjoy flexible working, 33 days holiday, and professional development sponsorship.
- Why this job: Make a real impact while solving complex technical issues in a supportive environment.
- Qualifications: Strong analytical skills and experience in technical support are essential.
- Other info: Embrace diversity and innovation in a dynamic, inclusive workplace.
The predicted salary is between 36000 - 60000 ÂŁ per year.
ABOUT US
With 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.
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 DETAILS
Hours of work: Monday to Friday 8am - 6pm on a rota basis, HYBRID 2 days home, 3 office - after training.
As a key member of our Helpdesk team, you’ll provide advanced remote support across print, network, and software services. You’ll take ownership of complex technical issues, collaborate with specialist teams, and ensure clients receive a reliable, high quality support experience.
- Troubleshoot and resolve advanced technical issues using remote-access tools, covering software, print/scan workflows, networking, and service-related challenges.
- Lead the response to Priority 1 (P1) outages, working within defined SLAs.
- Produce clear, structured Major Incident (MI) reports following P1 events.
- Act as an escalation point for Level 2 technicians, guiding them through complex cases and progressing issues that require deeper technical investigation.
- Mentor Level 2 team members, supporting their development and providing structured feedback on escalations.
- Work closely with Professional Services and other specialist teams to resolve multi-layered or infrastructure-related incidents.
- Ensure clients are kept fully informed throughout the incident lifecycle, including progress updates and planned changes or outages.
- Escalate requests that fall outside of scope or SLA commitments.
- Contribute to our technical knowledge base, particularly in infrastructure, networking, and solution best-practice.
SKILLS AND EXPERIENCE REQUIRED
- Strong analytical mindset with a natural ability to troubleshoot unfamiliar or complex issues.
- Understanding of solution architecture concepts (e.g., load balancing, queue distribution).
- Solid networking knowledge (IP addressing, DNS, SMTP, SNMP, IPv4, SMB, WAN, VPN).
- Experience with advanced features of print management or output solutions (PaperCut, Equitrac, SafeQ, HA/Clustering) (advantageous).
- Confident supporting both Windows and macOS environments.
- Ability to research and learn new technologies independently when required.
- Background in Document Management Services or similar technical support disciplines such as application support.
- Understanding of virtual servers and cloud-hosted environments.
- Familiarity with Microsoft SQL (advantageous).
- Comfortable communicating with senior technical stakeholders, including leading remote customer sessions.
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.
Helpdesk Technician - Level 3 in Maidstone employer: Apogee Corporation Limited
Contact Detail:
Apogee Corporation Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Technician - Level 3 in Maidstone
✨Tip Number 1
Get to know the company culture! Before your interview, check out Apogee's values and think about how your own experiences align with them. This will help you show that you're not just a good fit for the role, but also for the team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with complex technical issues, brush up on your problem-solving techniques. Maybe even run through some mock scenarios with a friend to get comfortable explaining your thought process.
✨Tip Number 3
Don’t forget to ask questions during your interview! This shows your interest in the role and helps you understand if Apogee is the right place for you. Think of questions about team dynamics or how they handle major incidents.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Apogee family. Let’s make this happen!
We think you need these skills to ace Helpdesk Technician - Level 3 in Maidstone
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the Helpdesk Technician role shine through! We want to see how your passion aligns with our core values like Integrity and Respect. A little personality goes a long way!
Tailor Your CV: Make sure to customise your CV to highlight relevant skills and experiences that match the job description. We love seeing how your background in troubleshooting and technical support can contribute to our team!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your experiences and achievements. We appreciate clarity, especially when it comes to complex technical issues!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our journey at Apogee!
How to prepare for a job interview at Apogee Corporation Limited
✨Know Your Tech Inside Out
As a Helpdesk Technician, you'll need to demonstrate your technical prowess. Brush up on your knowledge of networking concepts, print management solutions, and troubleshooting techniques. Be ready to discuss specific scenarios where you've resolved complex issues, as this will show your analytical mindset and problem-solving skills.
✨Showcase Your Communication Skills
Since you'll be communicating with senior technical stakeholders and clients, practice articulating your thoughts clearly and confidently. Prepare to explain technical concepts in layman's terms, as this will highlight your ability to keep clients informed throughout the incident lifecycle. Role-play with a friend to refine your delivery!
✨Emphasise Team Collaboration
Apogee values teamwork, so be prepared to discuss how you've collaborated with others in previous roles. Share examples of mentoring or guiding colleagues through complex cases, as well as how you’ve worked with specialist teams to resolve incidents. This will demonstrate your commitment to fostering a supportive work environment.
✨Align with Company Values
Familiarise yourself with Apogee's core values: Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People, and Flexibility. Think of examples from your past experiences that reflect these values, and be ready to share them during the interview. This will show that you're not just a fit for the role, but also for the company culture.
