Level 1 Technical Helpdesk Technician

Level 1 Helpdesk Technician

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.

• 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.

Monday to Friday. Available shifts include 08:00‑17:00, 08:30‑17:30, 09:00‑18:00. The role offers flexibility to work from home, typically two days per week.

• Understanding of basic networking concepts such as IP addressing, DNS, and routing.
• Familiarity with protocols including SMTP, SNMP, SMB, Bonjour, and IPv
  4.
• 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.

SC Clearance (basic criminal record check) and Basic Disclosure and Barring Service (DBS) check will be required.

• 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.
• 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.

At Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. We welcome applications from all backgrounds and actively value different perspectives. We support flexibility and accessibility, and we are proud to support the Armed Forces community. As an Equal Opportunity Employer we welcome applications from all backgrounds and provide reasonable adjustments where required.