Level 1 Technical Helpdesk Technician

With 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!

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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.

As a Level 1 Helpdesk Technician, you will be the first point of contact for clients experiencing technical issues, supporting remote troubleshooting and providing exceptional customer service. You will work with a wide range of technologies, including print, scan, and basic PC and network support, while assisting with the triage and resolution of Secure Print applications.

This is a fantastic opportunity to grow your technical skills within a supportive and inclusive organisation, where innovation and development are part of the everyday culture.

• 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.

Working pattern is Monday to Friday, 08:(phone number removed) and 9-6, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week .

For this role, you will be required to obtain SC Clearance - which includes a basic criminal record check. See these links for more information National security vetting: clearance levels - (url removed) and SC - Guidance Pack for Applicants - (url removed)

This post is subject to a Basic Disclosure and Barring Service (DBS) check. Under the Rehabilitation of Offenders Act 1974, applicants are only required to disclose unspent convictions. Spent convictions do not need to be declared and will not be taken into account. We are committed to fair recruitment and welcome applications from all candidates, including those with criminal records, provided any unspent convictions are disclosed and assessed appropriately.

• Understanding of basic networking concepts such as IP addressing, DNS, and routing.

• Familiarity with protocols including SMTP, SNMP, SMB, Bonjour, and IPv4.

• 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.

• 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 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. 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 we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.

We support flexibility and accessibility. If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on (phone number removed) – we are committed to making your experience inclusive and accessible.

We are proud to support the Armed Forces community. We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families.

Our award-winning customer service speaks for itself – take a look at our excellent Trustpilot reviews and our “Customer Experience Foundation Membership” accreditation.

Our application form is quick and easy – no need to repeat your entire CV! Apogee may close this advert early if enough applications are received, so we encourage you to apply promptly.

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