Onsite Service Assistant

Location: Newcastle upon Tyne

ABOUT USWith over 30 years of expertise, 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, giving our clients instant access to cutting-edge innovation backed by market-leading service operations!

JOB DETAILS As part of Apogee’s Managed Print Service, this role is to support and maintain devices within a specified client account based on site. Utilising both remote monitoring software and incident management applications the Onsite Service Assistant will provide first level service support (hardware and software). Acting as Apogee’s front-line representative, the Onsite Engineer will work with the wider Apogee Account and Support teams to deliver benchmark levels of customer satisfaction through delivery of all contractual service levels.

Respond to and escalate customer service requests
Mapping Desktop Print Queues and Troubleshooting
Attend to basic break/fix for printer jams and/or other minor issues
Consumable management/Re-stock (Ink/Toner Order and Installation) including recycling
Monitor a large fleet of print devices
Ensuring client devises are operating correctly
Reporting device performance back to the ASM (Area Service Manager)
Ensuring high level of client satisfaction

The working pattern for this role is Monday to Friday, 08:30 to 16:30. This is onsite 5 days per week.

SKILLS AND EXPERIENCE REQUIRED
Proven ability to deal with clients in a professional and courteous manner, both remotely and
Ability to follow both verbal and written instructions, and to follow procedures and processes.
Ability to work under pressure, handling multiple tasks to ensure timely completion of all
aspects of the role
Ability to organise workload to ensure maximum output is achieved whilst meeting customer
requirements
Proven ability to self-motivate and work either as part of an effective team or unsupervised
Customer centric
Computer literate
IT knowledge, technical aptitude highly desired
Flexible approach to work and an ability to embrace changeENHANCED DBS:

This role is subject to an Enhanced Disclosure and Barring Service (DBS) check. As the position is exempt from the provisions of the Rehabilitation of Offenders Act 1974, applicants are required to disclose all spent and unspent convictions, cautions, reprimands, and final warnings that are not protected under the Exceptions Order 1975. Any offer of employment will be conditional upon a satisfactory DBS certificate and a risk assessment of any disclosed information.

We are committed to fair recruitment and will consider disclosed information on a case-by-case basis, in line with our policy on the recruitment of ex-offenders.

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
Staff Reward Scheme
Pension scheme
Life assurance 4 x salary
Sponsorship for professional development and memberships
Employee Assistance Programme, including 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 WHY JOIN APOGEEAt Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them.

Diversity and inclusion are at the heart of our success. We know true innovation flourishes when people can be their authentic selves. As an Equal Opportunity Employer…