Jobseeker

We’re working with a well-established and growing managed print and IT services provider to find an experienced Remote Print Engineer to join their support function. This is a remote/hybrid technical support role focused on managing print environments for a range of customers, resolving incidents, administering print management platforms, and ensuring printing services run smoothly through proactive remote monitoring and troubleshooting. You’ll work closely with customers, service desk teams and third- party vendors to keep service levels high and disruption to a minimum.

WHAT YOU’LL BE DOING

Remote Print Support
• Provide remote support for printers, multifunction devices (MFDs) and print management systems
• Diagnose and resolve printing, scanning, copying and connectivity issues
• Monitor print environments and proactively address issues before they impact users
• Manage and support print queues, print servers and printer driver deployments

Print Management Administration
• Configure and maintain secure print and follow-me printing solutions
• Administer print management platforms, including user access, reporting and device settings
• Support printer onboarding, device replacements and system upgrades
• Implement print policies and standardised configurations across customer environments

Incident & Problem Management
• Respond to incidents and service requests within agreed service levels
• Investigate recurring issues and perform root cause analysis
• Escalate complex technical problems where necessary and coordinate resolution activities
• Maintain accurate records of support activities within the ticketing system

Customer Service
• Deliver professional, customer-focused technical support
• Communicate effectively with users regarding issues, updates and resolutions
• Provide advice and guidance on print-related best practices
• Support customers during project implementations and service transitions

System Monitoring & Reporting
• Monitor print infrastructure using remote management tools
• Produce reports on device status, print volumes, system performance and service trends
• Identify opportunities to improve service delivery and reduce operational costs
• Assist in maintaining service documentation and knowledge base articles

Security & Compliance
• Ensure print systems comply with customer and organisational security standards
• Support firmware upgrades
• Maintain user authentication and secure printing configurations
• Adhere to data protection and information security requirements

WHAT WE’RE LOOKING FOR

Essential
• Experience supporting enterprise print environments remotely
• Knowledge of Microsoft Windows operating systems and print server administration
• Understanding of TCP/IP networking, DNS, DHCP and Active Directory
• Experience troubleshooting printer hardware and software issues
• Strong customer service and communication skills
• Ability to prioritise and manage workloads effectively
• Experience using IT service management (ITSM) and ticketing systems
• Relevant IT support experience

Desirable
• Experience with PaperCut, uniFLOW, Equitrac or similar print management platforms
• Knowledge of Microsoft 365, Azure and cloud print technologies
• Understanding of ITIL service management principles
• ITIL Foundation Certification
• Microsoft certifications
• Vendor certifications relating to print technologies
• Degree, diploma or equivalent qualification in Information Technology or a related discipline

KEY COMPETENCIES
• Strong troubleshooting and analytical skills
• Excellent verbal and written communication
• Customer-focused approach
• Attention to detail
• Ability to work independently in a remote environment
• Team collaboration and stakeholder management
• Problem-solving mindset
• Commitment to continuous improvement

HOW SUCCESS IS MEASURED
• Achievement of SLA and service targets
• First-time fix rate
• Incident resolution times
• Customer satisfaction scores
• Printer and print service availability
• Accuracy of documentation and ticket updates

WORKING CONDITIONS
• Fully remote or hybrid working environment
• Occasional participation in on-call support or scheduled maintenance activities
• Standard business hours 08:00–17:00, with 1 hour for lunch