Remote Professional Services 24/7 Solutions Helpdesk Technician

at  Apogee Corp

Remote role and can sit anywhere inside UK
Job Summary
Winner of the Investors in Sales 2023 and Winner of the PrintIT Awards for Employee Experience 2021, Apogee Corporation provide Managed Workplace, Managed Print and Managed IT Services with Europe's Largest Multi-Brand solution. 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.
We are committed to our sustainability objectives and are involved in frequent community and charity initiatives to support our vision. We are passionate about diversity, equity, and inclusion with a culture of originality.
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. We are proud of all our employees, who are at the heart of what we do. If you become part of our journey, everything is possible, and the opportunities are endless.
About us
This role is working remote and can be based anywhere in the UK
Shift Pattern on 24hr Rota - (1am – 9am) (9am – 5pm) (5pm - 1am) 5 days per week
As part of our fast paced and dynamic Helpdesk team, the role of 24/7 Helpdesk Technician is to respond to and remotely resolve issues and queries related to Apogee Corporations solution portfolio for printing, network, and services. Cases must be handled efficiently and with optimum customer service to both Apogee and HP Clients (with a strong focus on exceeding client expectations).
As part of this role, you will be required to offer support on the following products to a high level:
PaperCut MF
SafeQ Cloud
HP branded products (To be determined)

Using remote access software to assist our clients in diagnosing and resolving software solution related faults (PaperCut/YSOFT).
Responding to enquiries relating to print, scan, fax and default settings, as well as network and software support.
Timely communication with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Respond to P1 Outages within the allocated timescales (SLA’s).
Produce Major Incident (MI) reports following P1 incidents.
Work with HP Support teams to provide technical support to clients.
Take ownership of escalated calls and control them through to resolution.
Escalate Software issues to manufacturers when required.
Ensure client satisfaction.
Escalate service requests that cannot be met within agreed service levels.
Contribute to HP3S growing technical knowledge base.
About you
Natural trouble-shooter who enjoys taking on new challenges.
A good understanding of solution architecture, i.e. load balancing, server queue distribution.
Strong understanding of basic network terminology and infrastructure topology, e.g. router, IP addressing, basic DNS, SMTP, SNMP, IPV4, SMB, WAN & VPN.
Understanding of virtual server and Cloud hosting services.
Working experience/understanding of Microsoft SQL (preferred).
Experience of a client focused helpdesk environment.
Good time management.
Excellent organisational skills.
Ability to work under pressure to specific SLA’s and to prioritise and multitask.
Excellent communication skills & telephone manner.
Methodical with an aptitude for attention to detail.
Able to work in a team as well as independently.
Adaptable and flexible to changing demands.
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
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
We are a Disability Confident Committed Employer
Please take the time to look at our excellent Glassdoor and Trustpilot reviews We have been awarded “Customer Experience Foundation Membership” showing our commitment to excellent customer service.
Apogee Corporation is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We welcome all applicants and are open to considering flexible working option