Print Management Engineer
12 days ago
Reading
The Opportunity \n 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. \n 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. \n What You'll Be Doing \n Remote Print Support \n\n • Provide remote support for printers, multifunction devices (MFDs) and print management systems\n, • Diagnose and resolve printing, scanning, copying and connectivity issues\n, • Monitor print environments and proactively address issues before they impact users\n, • Manage and support print queues, print servers and printer driver deployments\n\n Print Management Administration \n\n • Configure and maintain secure print and follow-me printing solutions\n, • Administer print management platforms, including user access, reporting and device settings\n, • Support printer onboarding, device replacements and system upgrades\n, • Implement print policies and standardised configurations across customer environments\n\n Incident & Problem Management \n\n • Respond to incidents and service requests within agreed service levels\n, • Investigate recurring issues and perform root cause analysis\n, • Escalate complex technical problems where necessary and coordinate resolution activities\n, • Maintain accurate records of support activities within the ticketing system\n\n Customer Service \n\n • Deliver professional, customer-focused technical support\n, • Communicate effectively with users regarding issues, updates and resolutions\n, • Provide advice and guidance on print-related best practices\n, • Support customers during project implementations and service transitions\n\n System Monitoring & Reporting \n\n • Monitor print infrastructure using remote management tools\n, • Produce reports on device status, print volumes, system performance and service trends\n, • Identify opportunities to improve service delivery and reduce operational costs\n, • Assist in maintaining service documentation and knowledge base articles\n\n Security & Compliance \n\n • Ensure print systems comply with customer and organisational security standards\n, • Support firmware upgrades\n, • Maintain user authentication and secure printing configurations\n, • Adhere to data protection and information security requirements\n\n What We're Looking For \n Essential \n\n • Experience supporting enterprise print environments remotely\n, • Knowledge of Microsoft Windows operating systems and print server administration\n, • Understanding of TCP/IP networking, DNS, DHCP and Active Directory\n, • Experience troubleshooting printer hardware and software issues\n, • Strong customer service and communication skills\n, • Ability to prioritise and manage workloads effectively\n, • Experience using IT service management (ITSM) and ticketing systems\n, • Relevant IT support experience\n\n Desirable \n\n • Experience with PaperCut, uniFLOW, Equitrac or similar print management platforms\n, • Knowledge of Microsoft 365, Azure and cloud print technologies\n, • Understanding of ITIL service management principles\n, • ITIL Foundation Certification\n, • Microsoft certifications\n, • Vendor certifications relating to print technologies\n, • Degree, diploma or equivalent qualification in Information Technology or a related discipline\n\n Key Competencies \n\n • Strong troubleshooting and analytical skills\n, • Excellent verbal and written communication\n, • Customer-focused approach\n, • Attention to detail\n, • Ability to work independently in a remote environment\n, • Team collaboration and stakeholder management\n, • Problem-solving mindset\n, • Commitment to continuous improvement\n\n How Success Is Measured \n\n • Achievement of SLA and service targets\n, • First-time fix rate\n, • Incident resolution times\n, • Customer satisfaction scores\n, • Printer and print service availability\n, • Accuracy of documentation and ticket updates\n\n Working Conditions \n\n • Fully remote or hybrid working environment\n, • Occasional participation in on-call support or scheduled maintenance activities\n, • Standard business hours 08:00–17:00, with 1 hour for lunch\n\n
