Helpdesk Engineer – Remote Office Automation

About the role

The Helpdesk Engineer provides advanced remote technical support for office automation, networking, and end‑user environments, ensuring SLA compliance and high customer satisfaction.

Key responsibilities

• Incident management and end‑to‑end ownership of tickets.
• Technical support and troubleshooting of office automation devices (MFPs, printers, copiers, scanners).
• Remote configuration, diagnostics, and firmware updates.
• Support for network printing, scanning, and print queue/driver management.
• Basic firewall and routing diagnostics.
• Monitoring, proactive support, and SLA compliance.
• Ticket and SLA management, problem management, and continuous improvement.
• Customer communication and documentation.

Required profile

• Strong troubleshooting and analytical abilities.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP).
• Experience with Microsoft environments and cloud platforms.
• Knowledge of office automation systems and print environments.
• Ability to work independently in a remote setting.
• Effective communication and customer service skills.
• Good time‑management and prioritisation.

Required skills

• Office automation devices (MFPs, printers, copiers, scanners).
• Network printing and scanning.
• TCP/IP networking, DNS, DHCP, IP conflict resolution.
• LAN and Wi‑Fi connectivity.
• Windows operating system.
• Microsoft 365 and Exchange Online.
• Basic server‑side and cloud services.
• Firmware updates and device configuration.
• Print queue and driver management, scan‑to‑email/folder.
• Basic firewall and routing diagnostics.