Level 3 Helpdesk Technician

Location:

Anytime, Maidstone, England, United Kingdom

Seniority Level: Mid-Senior level

Employment Type:

Full-time

Job Function:
Information Technology (IT System Training and Support)

Hours of work:
Monday to Friday 8am – 6pm on a rota basis, Hybrid
2 days home, 3 days office after training.

• Using remote access software to assist clients in diagnosing and resolving software related faults and faults relating to print, scan, fax, colour queries, network related issues and software support.
• Respond to P1 outages within the allocated timescales.
• Produce Major Incident (MI) reports following P1 incidents.
• Act as an escalation point for the Level 2 team, whilst working with our Professional Services teams to solve intricate technical cases.
• Mentor Level 2 technicians, providing feedback from their escalations to Level 3.
• Ensure client satisfaction.
• Escalate service requests that cannot be met within agreed service levels.
• Timely communication with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Contribute to Apogee’s growing technical knowledge base specifically in the infrastructure and networking space.

• Natural troubleshooter who enjoys new challenges.
• Good understanding of solution architecture (load balancing, server queue distribution).
• Strong knowledge of basic network terms and topology (router, IP addressing, DNS, SMTP, SNMP, IPV4, SMB, WAN, VPN).
• Able to troubleshoot advanced features of solutions like Paper Cut, Equitrac, SafeQ/Safe Com (e.g., clustering/HA).
• Competent in Windows and Mac OS.
• Able to research unfamiliar queries logically.
• Strong troubleshooting skills and knowledge of Document Managed Services.
• Understanding of virtual servers and Cloud hosting.
• Experience or understanding of Microsoft SQL (preferred).
• Able to hold conference calls with senior IT customers.
• Paper Cut L2 Certification (preferred).
• Microsoft Certified:
  Azure Fundamentals (preferred).

• 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.
• 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.

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 within the needs of the role and the business.

If flexibility is important to you, please include this information in the salary section of your application, after stating your salary expectations, so we can discuss it early in the process.

If you have a disability or health condition and require any reasonable adjustments during the application or recruitment process, please contact us on  and ask to speak to the Talent Team. We are committed to ensuring an inclusive and accessible experience for all applicants.