3rd 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 3rd 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.

Responsibilities:

  • Using remote access software to assist our customers in resolving complex networking/ server related issues.
  • Problem diagnosis & fault resolution.
  • Timely communication with customers, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Ensuring customer satisfaction.
  • Escalate service requests that cannot be scheduled within agreed service levels.

Person Specification:

  • Advanced network/server and active directory knowledge and experience
  • Knowledge of Print management solutions including Equitrac, Safecom, Papercut and Uniflow
  • Ability to explain technical problems in plain English
  • Ability to work in a team and communicate effectively
  • Good time management & excellent organisation skills
  • Ability to work under pressure to specific SLA’s, to prioritise and multitask
  • Methodical with an aptitude for attention to detail
  • 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.