Apogee Corporation

About the Company

For all enquiries, please visit apogeecorp.com

Apogee is Europe’s largest multi-brand provider of managed workplace services, combining years of expertise and innovation to transform the way organisations operate.

This unique approach provides clients with the perfect combination of print, document and IT services to create the perfect secure and flexible workplace.

As an independent subsidiary of HP Inc. we have the advantage of being part of one of the world’s leading technology companies, however we are a free-thinking subsidiary and a multi-brand provider of Managed, Outsourced and IT Services.

Our solutions are tailored to any organisation delivering super-efficient processes and automated workflows, helping businesses achieve their digital transformation goals. The technology we provide onsite is perfectly complemented by our portfolio of Outsourced Document Services to ensure we keep your organisation running around the clock, irrespective of location.

Our in-house technical expertise and specialist resources ensures clients benefit from the optimal solution, fully implemented and supported by Apogee.

To find out how your organisation can benefit from our flexible workplace solutions, speak to one of our experts today.

Listed Jobs

Company Name

Apogee Corporation

Job Title

Level 3 Helpdesk Technician

Job Description

**Job title:** Level 3 Helpdesk Technician **Role Summary:** Deliver advanced, end‑to‑end technical support for complex incidents that cannot be resolved at Level 1 or Level 2. Act as the primary point of escalation for critical issues across infrastructure, applications, and network systems. Maintain knowledge base accuracy, guide junior staff, and collaborate with other IT teams to ensure service continuity and quality. **Expectations:** - Resolve 90‑95% of Level 3 tickets within defined SLOs. - Provide detailed root‑cause analysis and permanent fixes. - Maintain up‑to‑date documentation for all supported environments. - Participate in continuous improvement initiatives and knowledge sharing. **Key Responsibilities:** - Triage, diagnose, and resolve escalated incidents from Level 1/2. - Perform in‑depth troubleshooting of Windows, Linux/UNIX, and network devices. - Configure, upgrade, and patch servers, storage, and network components. - Conduct root‑cause analysis and document solutions in the knowledge base. - Escalate to engineering/development teams when necessary and follow up on resolutions. - Assist in incident and change management processes per ITIL framework. - Mentor junior technicians on troubleshooting techniques and best practices. - Monitor system alerts, review logs, and proactively address potential issues. - Participate in on‑call rotations and emergency incident response as required. **Required Skills:** - Strong troubleshooting skills for complex hardware, software, networking, and virtualization issues. - In‑depth knowledge of Windows Server, Linux/UNIX, Active Directory, and networking protocols (TCP/IP, DNS, DHCP, VPN). - Experience with virtualization technologies (VMware, Hyper‑V, KVM). - Proficiency in scripting/automation (PowerShell, Bash). - Familiarity with ticketing systems (ServiceNow, JIRA Service Management). - Excellent written and verbal communication. - Ability to work independently and collaboratively in a fast‑paced environment. **Required Education & Certifications:** - Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience). - Minimum 3 years of Level 3 or senior IT support experience. - Relevant certifications: CompTIA A+, Network+, Linux+, Microsoft Certified: Windows Server, or equivalent. - ITIL Foundation certification preferred.

Maidstone, United kingdom

On site

17-12-2025