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Desk Based Photocopier Engineer
2 weeks ago
We are seeking a proactive and technically skilled Managed Print Services Support Technician to provide first-line support for our managed print customers. This role involves diagnosing and resolving issues with multifunctional devices (MFDs) and photocopiers, managing print monitoring software, and ensuring service excellence in line with SLAs.
Key Responsibilities
Provide first-line technical support for all managed print customers experiencing issues with MFDs and photocopiers.
- Diagnose and resolve network and hardware faults remotely via phone and remote tools.
- Monitor and maintain print management software, including PaperCut and other fleet monitoring tools.
- Ensure all incidents and service requests are handled in accordance with agreed SLAs.
- Escalate unresolved issues to second-line support or field engineers as necessary.
- Maintain accurate records of support activities and customer interactions.
- Collaborate with service teams to improve customer satisfaction and reduce downtime.
Required Skills & Experience
- Proven experience in repairing and maintaining a wide range of photocopiers, ideally including Ricoh and Canon models.
- Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and printer network configuration.
- Exposure to PaperCut or similar print management platforms.
- Excellent communication skills with the ability to explain technical issues clearly to non-technical users.
- Ability to work independently and manage multiple support requests efficiently.
- Familiarity with remote support tools and ticketing systems.
Desirable Qualifications
- Certifications in printer maintenance or networking
- Experience working in a managed print environment
- Knowledge of Windows print servers and Active Directory integration.
