With three decades of industry experience, Apogee is dedicated to optimizing IT solutions for organizations across various sectors, serving as a reliable single point of contact for all their technology needs. As an independent branch of HP Inc., we enjoy the benefits of being associated with one of the world’s top tech companies, providing us with immediate access to cutting-edge innovations, all backed by our top-tier service operations.

Our foundational values—Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People, and Flexibility—are integral to our culture and guide our daily operations. We champion ethical business practices, nurture strong relationships, and advocate for diversity and inclusion within our workforce.

At Apogee, we foster a culture that encourages innovation and supports career development within a forward-thinking and growing organization. We seek dynamic individuals eager to make a significant impact on both their careers and the broader community. Our employees are at the heart of our mission, and by joining us, you will discover that the possibilities for growth are limitless.

We believe that genuine innovation emerges when every individual can express their true selves. As an Equal Opportunity Employer, we are committed to maintaining an inclusive workplace that treasures every unique viewpoint. We celebrate our diverse backgrounds—including age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, and beliefs—because we understand that our collective diversity is our greatest strength. Here, your individuality contributes directly to our success, and we encourage you to bring your whole self to Apogee.

Location: Remote | About Us

Serve as a key member of our vibrant Helpdesk team in the role of a 3rd Line Helpdesk Technician. Your primary responsibility will be to address and resolve issues related to printing, networking, and various services for both Apogee and HP clients. By providing exceptional customer service, you will strive to surpass client expectations with every interaction.

Key Responsibilities:

• Maintain timely communication with clients regarding the status and progression of incidents.
• Diagnose and resolve software issues related to printing, scanning, faxing, and networking.
• Respond to Priority 1 outages within established Service Level Agreements (SLAs) and compile Major Incident reports.
• Collaborate closely with HP Support teams to deliver comprehensive technical assistance.
• Take ownership of escalated calls, managing them diligently until resolution.
• Ensure overall client satisfaction, escalating service requests when necessary.
• Contribute to our technical knowledge base while keeping abreast of managed print solutions.

Typical working hours are Monday to Friday, from 08:30 to 17:30, with a one-hour lunch break. This fully remote position allows for a home office setting, though attendance at our offices may occasionally be required for team meetings and training.

Flexibility:

We are committed to supporting a healthy work-life balance and encourage applicants who are looking for flexible working arrangements. Please indicate your flexibility needs in the salary expectations section of your application for us to address early in the recruitment process.

Apogee reserves the right to close this vacancy or withdraw the position at any time should we receive sufficient applications or if business needs change. We encourage interested candidates to apply promptly to avoid disappointment.

Our application process is straightforward—no need to reenter your entire CV!

Experience and Skills Required:

• A natural problem-solver with a passion for tackling new challenges.
• A solid understanding of solution architecture, including load balancing and server queue distribution.
• Proficient in basic network terminology and infrastructure topology (e.g., router, IP addressing, basic DNS, SMTP, SNMP, IPV4, SMB, WAN & VPN).
• Familiarity with virtual servers and Cloud hosting services.
• Working experience or understanding of Microsoft SQL.
• Experience in a client-focused helpdesk environment.

Benefits:

• Flexible working options.
• 33 days of holiday, including bank holidays.
• Holiday purchase scheme.
• Enhanced family-friendly benefits (maternity, adoption, paternity, and IVF).
• Two paid days off annually for volunteering in local communities.
• Staff rewards programme.
• Pension scheme.
• Life insurance equivalent to four times your salary.
• Sponsorship for professional development and memberships.
• Access to an Employee Assistance Programme, including virtual GP services and financial health support.
• A mental health first aid support program.
• Cycle to work scheme.
• Discounted gym memberships.
• Eye care voucher program.
• Free flu vaccinations.
• Social events and recognition activities throughout the year.
• Employee discount programmes with HP.
• Mobile phone discounts.

We proudly identify as a Disability Confident Committed Employer.

Explore our stellar Glassdoor and Trustpilot reviews, and note our “Customer Experience Foundation Membership,” which reflects our commitment to outstanding customer service.

Apogee Corporation is devoted to fostering a diverse and inclusive environment and stands as an equal opportunity employer. We welcome all applications and are open to considering flexible working arrangements.

Job Profile: Job Profile document