Document Solutions Engineer

Job Purpose: To install, service, and repair printers, scanners, and copiers. Travel to clients’ homes or businesses, performing maintenance, troubleshooting problems and repairing faulty equipment and provide clients with training. Always demonstrate best practice customer service principles. Be an integral member of the busy Service Desk Team and develop trusted relationships with all colleagues., * Accurately capture and process customer support requests to the agreed standards using the Company ITSM tool.

• Ensure all customers are proactively communicated with in line with Company guidelines.
• Answering incoming calls and acknowledging emails in a timely manner.
• Identify Major / P1 incidents, gather full information and escalate where required.
• Troubleshoot and attempt to fix faults within designated parameters.
• Monitor, update and escalate tickets received by email to the next level if appropriate.
• Proactively monitor all outstanding tickets to ensure those that can be, are closed
• Setting up and installing new printers, copiers, scanners, and copier management software.
• Providing routine service and maintenance to copiers, scanners, printers, and fax machines.
• Troubleshooting and repairing malfunctioning cartridges, printers, and copiers.
• Writing diagnostic reports and training manuals.
• Providing demonstrations and customer training.
• Providing excellent customer support and service.
• Keeping abreast of the latest technologies and practices in the industry., * 100% First response time SLA met on all priority levels
• 100% of tickets resolved within SLA
• Regular and informative ticket updates on all tickets
• Ensure our database of customer information is updated whenever tickets are handled, or changes to any customer IT environments are made (networks, apps, comms)
• Excellent Customer interaction and service on all tickets and visits (NPS score or relevant measure)

Do you have experience in Microsoft Office?, * 2+ In Document Solutions Support/ Engineering Role

• Good communication skills - Interpersonal, written and verbal
• Ability to work on own, part of a team, and under pressure
• Good time management and prioritisation
• Possess initiative to diagnose problems
• Professional working attitude
• Experience in providing high levels of customer service
• Undertake relevant and appropriate training for succeeding in this role
• Work with colleagues to increase technical knowledge
• In-depth hands on “problem solving”
• Understanding Networking- Connectivity troubleshooting
• Our customer systems and services, * General knowledge of Printers, Copiers Scanners and Copier Management Software
• Post-secondary school education, relating to IT / Copiers
• CompTIAA+ or Network+ certification preferred
• Experience of at least 2 years in a similar role
• Detailed knowledge of computer and copier management software such as MS Office, Cannon, Kyocera, HP and Ricoh
• Papercut, Uniflow & ULM desirable
• Fiery Trained - desirable
• Be Familiar with a range of copier software and Hardware
• Analytical thinking and problem-solving abilities
• Any qualifications such as MCSE, MCSA, MCITP or CCNA - welcome

Pulled from the full job description

• Free or subsidised travel
• Free parking
• Casual dress
• On-site parking