To deliver high-quality remote support for Digicorp's Managed Print Service clients, resolving technical issues efficiently and proactively. The role aims to reduce client downtime, optimise service delivery, and minimise the need for onsite engineer visits.
Responsibilities
Remote Resolution
• Use technical knowledge and manufacturer support tools to resolve faults remotely.
• Avoid unnecessary engineer dispatches by resolving issues offsite.
Diagnosis Before Dispatch
• Conduct root cause analysis before scheduling onsite visits.
• Improve first-time fix rates and reduce client downtime.
Parts in Advance
• Identify required parts using diagnostic tools and manufacturer resources.
• Ensure engineers arrive with correct components, reducing repeat visits.
Remote Monitoring Software Support
• Increase device connection rates and reduce drop-off time.
• Fully utilise monitoring and alerting capabilities.
Network Support
• Provide remote assistance for network printing issues, including driver and queue configuration.
• Liaise with client IT teams to resolve connectivity problems.
First Line Solution Support
• Act as first-line support for print management solutions such as PaperCut.
• Training will be provided to support basic troubleshooting and configuration.
Qualifications
• Minimum 2 years' experience in remote or field support within Managed Print Services.
• Strong networking ability to provide remote support to users with printing issues.
• Familiarity with manufacturer tools (e.g., e-Maintenance & @Remote).
• Experience with Printanista or similar platforms preferred.
• Strong diagnostic and problem-solving skills.
• Excellent communication and customer service abilities.