Job Details
We 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 across 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.
Working pattern: Monday to Friday. Shifts include 08:00–17:00, 08:30–17:30, and 09:00–18:00, with a one‑hour lunch break. The role also offers flexibility to work from home, typically two days per week.
Additional requirements: SC clearance (basic criminal record check) and a Basic Disclosure and Barring Service (DBS) check. Under the Rehabilitation of Offenders Act 1974, applicants are only required to disclose unspent convictions. Spent convictions do not need to be declared and will not be taken into account. Apogee welcomes applications from all candidates, including those with criminal records, provided any unspent convictions are disclosed and assessed appropriately.
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.
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
Equal Opportunity Statement
Apogee is an Equal Opportunity Employer that welcomes applications from all backgrounds and strives to create an inclusive workplace.
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