2nd Line Helpdesk Technician

09 Apr 2019
26 Apr 2019
Contract Type
Full Time
Company Overview:

Apogee is Europe’s largest multi-brand provider of managed print services, document and process technology and outsource services. Our unique approach to Managed Print Services provides clients unrivalled uptime, super-efficient processes and innovative technology.

Purpose of the role:

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, colour queries and network related issues, in addition to providing assistance to field engineers for IT support.

* 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:

* Demonstrable experience of a wide range of printing, network and server issues

* Experience of Managed Print Services and hardware

* PC and Mac experience

* 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

Application Process:

Please forward an up to date CV along with a covering letter to our Recruitment Team. We aim to respond to applications within 48 hours of submittal. Please ensure that the following information is included in your covering letter: Current/Expected Salary, Notice Period, Contact phone number & email

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