Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies.
Job Details
Level 1 Helpdesk Technician – Enterprise Services team
Roles: first point of contact for clients experiencing technical issues, remote troubleshooting, support for printing, scanning, faxing, colour queries, desktop and laptop hardware and network issues, use of remote management tools, communication of incident progress, maintaining SLA, escalation.
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 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.
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 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
EEO and Diversity Statement
We are an Equal Opportunity Employer and welcome applications from all backgrounds. Diversity and inclusion are at the heart of our success, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. We support flexibility and accessibility and are proud to support the Armed Forces community.
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