Technical Escalation Engineer Print and Cloud Solutions
Anytime, Birmingham, England, United Kingdom
3 days ago – first 25 applicants be among the first to apply.
About Us
Apogee, a subsidiary of HP Inc. has over 30 years of experience transforming how organisations of every size and sector manage their IT. We deliver everything our clients need through a single seamless point of contact, combining the agility of a specialist provider with the power of one of the world’s leading technology companies.
Job Details
This role is subject to an Enhanced Disclosure and Barring Service (DBS) check. As the position is exempt from the provisions of the Rehabilitation of Offenders Act 1974, applicants must disclose all spent and unspent convictions, cautions, reprimands and final warnings that are not protected under the Exceptions Order 1975. Any offer of employment will be conditional upon a satisfactory DBS certificate and a risk assessment of any disclosed information. We are committed to fair recruitment and will consider disclosed information on a case‑by‑case basis, in line with our policy on the recruitment of ex‑offenders.
Imagine being the calm in the storm when technical complexity rises: the specialist who steps forward when everyone else steps back. At Apogee – an HP company and leading Workplace Services Provider – we empower organisations to work smarter and achieve more. Your expertise could be the difference that turns a challenge into a success story.
Responsibilities
* Collaborate with customers operating across varied IT landscapes, including Azure and hybrid cloud ecosystems.
* Provide expertise across cloud and on‑prem print and scan management solutions.
* Own high‑priority escalations end‑to‑end, ensuring customers feel supported and confident at every step.
* Troubleshoot complex issues via remote tools, diving deep into server, infrastructure and networking layers.
* Work alongside vendors, Technical Helpdesk teams and internal stakeholders to drive resolution and enhance customer outcomes.
* Champion best practice, process discipline and continual service improvement.
* Communicate with clarity, empathy and confidence in high‑profile customer touchpoints.
* Work in a fully remote capacity with client meetings across Mid‑South UK; attend our offices periodically for team meetings and training.
Skills and Experience Required
* Proven experience supporting enterprise print management solutions such as PaperCut (incl. Hive), Control Suite, uniFLOW, Printix, SafeCom, YSoft and similar platforms.
* Strong understanding of networking, Active Directory, server infrastructure and cloud platforms.
* Ability to perform under pressure: meet SLAs, manage competing priorities and maintain a methodical approach when stakes are high.
* Superb communication and customer‑facing skills – delivering complex solutions clearly and calmly.
* A mindset grounded in ownership, curiosity and team contribution.
* Desirable: AI literacy and a curiosity about automation, with a willingness to contribute to a forward‑thinking business.
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× 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
Why Join Apogee
At Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation.
We are an Equal Opportunity Employer welcoming applications from all backgrounds. We value diversity in age, gender, ethnicity, sexual orientation, disability, religion and belief, and encourage you to bring your whole self to Apogee.
We support flexibility and accessibility. If flexible working is important, please include it alongside your salary expectations so we can discuss it early. If you have a disability or health condition and require adjustments, contact our Talent Team on 0345 300 9955.
We proudly support the Armed Forces community, holding a Bronze Award in the Armed Forces Covenant. We welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families.
Our award‑winning customer service is recognised on Trustpilot and through our Customer Experience Foundation membership. Apply quickly – the advert may close early if we receive enough applications.
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