Printer Engineer - MFP's and Printers

Leeds, West Yorkshire, England
£23000 - £26000 per annum
09 Nov 2016
07 Dec 2016
Recruitment Genius Ltd
Contract Type
Full Time
This leading provider of Information Technology solutions and services is expanding its current technical services department in order to support an ever expanding customer base in Managed Print.

They are looking for someone with a strong printer maintenance, break fix and configuration skills. Ideally with a background in Hewlett Packard devices with a minimum of 5 years hands on experience.

- Break Fix support for all supported hardware, installation and configuration of new hardware & software and to provide remote support for the purpose of troubleshooting and resolving issues.
- Use their call management system (NetHelpDesk) to monitor calls assigned to you and manage the replenishment of parts and returns and manage incident closures with the Service Desk team.
- Identify future failures based on faults, experience consumption within their customer estates.
- Help us maintain accurate customer and asset information within the Tesseract system by:
- Facilitate as much as possible first visit fix within front line support for customer faults, by pre-vetting calls and ensuring that parts required are shipped or identified ahead of visits.
- Adopt a service view of managing customer faults from the initial contact to resolution by:
a) Communicating with customer regarding the status of their requests/issues in a timely fashion.
b) Escalating within the company any likely service target failures.
c) Coordinate and communicate activities between the sales, engineering, orders and other teams to ensure that a quality service is presented to the customer.
- Follow best practice to ensure that all SLA's are met and provide total customer satisfaction and where necessary recommend improvements to best practice across the entire team.
- Pre Configuration of printers and MFP's prior to installation
- Workshop repairs of printers and MFP's which have not been repaired on site or need more time consuming repairs
- Holiday and sickness cover for across all customer services and facing functions as required. This could mean travel outside your primary region based on absence or demand.

Desired Skills

- HP accreditation in at least one of the areas mentioned above, either current or expired or equivalent experience in this area.
- 5 years self-managing and field working experience on HP devices
- Preferable SC or ability to achieve a level of security clearance. Some of their customers are Education, Authority and some of their work is 'air-side' within airport businesses.
- Basic experience of usual MS Office tools, such as Outlook, Word and Excel.
- Comfortable with call management type systems.
- General IT Knowledge, particularly printing and imaging products.
- Ability to work within multiple collaborative teams.
- Excellent Verbal and written Communication skills.
- Ability to organise resources and plan to meet contract driven SLA's.
- Display exceptional follow-through, personal drive and the desire to make a difference.
- Familiarity of the IT industry and Public Sector organisations also helpful.

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