Job Details
Hours of work: Monday to Friday 8am - 6pm on a rota basis, HYBRID. 2 days home, 3 office – after training.
Responsibilities
* Provide advanced remote support across print, network, and software services, taking ownership of complex technical issues.
* 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 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 the 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.
* Confidence 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
* 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 local communities.
* Staff Reward Scheme.
* Pension scheme.
* Life assurance 4 × 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.
Equal Opportunity Employer
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.
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