Helpdesk Technician - Level 3

ABOUT USWith 30 years of industry expertise, Apogee supports organisations of all sizes and sectors by streamlining their IT needs through a single point of contact.

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.

Our core values - Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People, and Flexibility - shape our culture and guide our actions. We prioritise ethical business practices, fostering relationships and promoting diversity and inclusion.

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.

At Apogee Corporation, we believe that true innovation flourishes when everyone is free to be their authentic selves. As an Equal Opportunity Employer, we are committed to creating an inclusive environment where every unique perspective is valued and celebrated. We draw on the richness of our differences—across age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, and beliefs—because we know that our collective strength lies in our diversity.

Here, your individuality drives our shared success, and we actively encourage you to bring your whole self to Apogee.

Please take the time to look at our excellent Trustpilot reviews We have been awarded “Customer Experience Foundation Membership” showing our commitment to excellent customer service.

JOB DETAILS Hours of work:
Monday to Friday 8am - 6pm on a rota basis, HYBRID

2 days home, 3 office - after training

As a key member of our Helpdesk team, you’ll provide advanced remote support across print, network, and software services. You’ll take ownership of complex technical issues, collaborate with specialist teams, and ensure clients receive a reliable, high quality support experience.

Troubleshoot and resolve advanced technical issues using remote-access tools, covering software, print/scan workflows, networking, and service‑related challenges.
Lead the response to Priority 1 (P1) outages, working within defined SLAs.
Produce clear, structured Major Incident (MI) reports following P1 events.
Act as an escalation point for Level 2 technicians, guiding them through complex cases and progressing issues that require deeper technical investigation.
Mentor Level 2 team members, supporting their development and providing structured feedback on escalations.
Work closely with Professional Services and other specialist teams to resolve multi‑layered or infrastructure‑related incidents.
Ensure clients are kept fully informed throughout the incident lifecycle, including progress updates and planned changes or outages.
Escalate requests that fall outside of scope or SLA commitments.
Contribute to our technical knowledge base, particularly in infrastructure, networking, and solution best‑practice.

SKILLS AND EXPERIENCE REQUIRED
Strong analytical mindset with a natural ability to troubleshoot unfamiliar or complex issues.
Understanding of solution architecture concepts (e.g., load balancing, queue distribution).
Solid networking knowledge (IP addressing, DNS, SMTP, SNMP, IPv4, SMB, WAN, VPN).

Experience with advanced features of print management or output solutions (Paper Cut, Equitrac, SafeQ, HA/Clustering). (advantageous).
Confident supporting both Windows and macOS environments.
Ability to research and learn new technologies independently when required.
Background in Document Management Services or similar technical support disciplines such as application support.
Understanding of virtual servers and cloud‑hosted environments.
Familiarity with Microsoft SQL (advantageous).
Comfortable communicating with senior technical stakeholders, including leading remote customer…