2nd Line Helpdesk Technician (Maidstone)

Apogee is Europe’s largest independent managed services provider of print, document and process technology.

Our reputation as the first choice provider for multi-vendor print technology and service is built on the unique approach we have taken to Managed Services, pro-actively monitoring our clients to maximise uptime, and the innovation we employ to maintain a portfolio of services which differentiate us.

We also provide Digital Document Services which includes an in-house team of fully qualified engineers who provide true 24/7 outsource print capabilities. We are the only UK Company specialising in the provision of both in-house and outsource complete document solutions.

The 2nd Line Helpdesk Technician role is an exciting opportunity to join a fast paced and dynamic helpdesk environment, with a focus on customer service and exceeding customer expectations.


  • Using remote access software to assist our customers in resolving print, scan, fax and network related issues
  • Providing assistance to field engineers for IT support
  • Communication with customers as required: keeping them informed of incident progress, notifying of impending changes or agreed outages
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Ability to work in a team and communicate effectively
  • Fast turnaround of customer requests
  • Improve customer service, perception, and satisfaction

Person Specification:

  • An understanding or experience on networking and print drivers
  • Ability to problem solve logically and a desire to think outside the box to resolve customers issues
  • PC and MAC experience
  • Good time management
  • Excellent organisational skills
  • Ability to work under pressure and to tight deadlines
  • Ability to cope with heavy workloads, to prioritise and multitask
  • Methodical with an aptitude for attention to detail
  • Willingness and capacity to take responsibility and achieve results working with other team members
  • Excellent communication skills, both written and verbal
  • Excellent telephone manner, must be professional at all times
  • Adaptable and flexible to changing demands

If you would like to apply for this position please complete the form below and upload your latest CV.