Remote Professional Services 24/7 Solutions Helpdesk Technician

3 weeks ago

Birmingham, United Kingdom Apogee Corporation Limited Full time

This role is working remote and can be based anywhere in the UK

Shift Pattern on 24hr Rota - (1am – 9am) (9am – 5pm) (5pm - 1am) 5 days per week

As part of our fast paced and dynamic Helpdesk team, the role of 24/7 Helpdesk Technician is to respond to and remotely resolve issues and queries related to Apogee Corporations solution portfolio for printing, network, and services. Cases must be handled efficiently and with optimum customer service to both Apogee and HP Clients (with a strong focus on exceeding client expectations).

As part of this role, you will be required to offer support on the following products to a high level:

  • PaperCut MF
  • SafeQ Cloud
  • HP branded products (To be determined)

Duties:

  • Using remote access software to assist our clients in diagnosing and resolving software solution related faults (PaperCut/YSOFT).
  • Responding to enquiries relating to print, scan, fax and default settings, as well as network and software support.
  • Timely communication with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Respond to P1 Outages within the allocated timescales (SLA’s).
  • Produce Major Incident (MI) reports following P1 incidents.
  • Work with HP Support teams to provide technical support to clients.
  • Take ownership of escalated calls and control them through to resolution.
  • Escalate Software issues to manufacturers when required.
  • Ensure client satisfaction.
  • Escalate service requests that cannot be met within agreed service levels.
  • Contribute to HP3S growing technical knowledge base.

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