Remote Support Engineer

The Remote Support Engineer acts as a first point of contact for our clients within our Service Operations Centre in Maidstone. Utilising your industry knowledge, technical experience and a combination of our unique Decision Support Tool and Knowledge Base, you will assist our clients in resolving primarily hardware faults as efficiently and effectively as possible.


  • Diagnose problems and resolve faults on first contact
  • Taking ownership of escalations from Technical Service Advisors for HW support
  • Escalate service requests that cannot be resolved to the appropriate teams
  • Monitoring devices are installed on Apogee’s Remote Management Application (ARMA). Where necessary, investigate connection issues and concerns, both internally and directly with our clients.
  • Escalate calls/tickets, where required ensuring that agreed escalation and service processes are adhered to
  • Communicate internally within a number of in-house teams to ensure every customer receives first class levels of service and accurate information
  • Maintain the highest levels of customer satisfaction through various interactions
  • Collaborate effectively within a team environment
  • Any other tasks, relevant to the role, relating to delivering an exceptional experience for our clients

Person Specification

  • Proven experience working in a technician/engineer role resolving hardware/network faults across a range of manufacturer devices (essential)
  • Basic IT skills e.g. excel and word packages
  • Initiative to read and follow Decision Support Tool & Knowledge Base to troubleshoot Hardware/Printer/PC/Network related faults
  • Experience in utilising ARMA & SDS to diagnose, investigate and resolve faults/consumable consumption/diagnose predictive parts (preferred but not essential)
  • Good time management
  • Excellent organisational skills
  • Ability to work under pressure and to tight deadlines
  • Excellent communication skills
  • Excellent telephone manner
  • Able to work in a team as well as independently

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