Job Summary
To assist clients with technical issues on hardware printing products, IT, networking and software, providing support to avoid field service and technical visits, and increase service productivity. Being part of the Helpdesk Team, the job holder is the first line remote fix of service calls logged by clients, and to remotely monitor clients’ devices.
Helpdesk Engineer – Key Responsibilities
- Monitoring of all devices within specified accounts
- 1st Line remote diagnosis of devices and software support using our suite of remote support tools
- Liaising with stock department daily
- Liaising with Call Control daily
- Escalating any potential issues to Service Manager
Helpdesk Engineer – Essential Experience
- IT or Photocopier Engineer related position
- Customer Service experience required
- Previous Helpdesk experience advantageous
- Ideally have a working knowledge of networking and software installations
- A good level of IT knowledge
- Strong operational and process experience
- Ability to communicate with all levels with the customer and organisation, both face to face and over the phone
Helpdesk Engineer – Desirable Experience
- IT qualifications such as CompTIA, Microsoft certifications
- Knowledge of Papercut or other Print solutions
- Currently working in a 1st Line IT / MSP Helpdesk role
The role can be either Office based or fully remote, dependant on candidate.
