Support Engineer at Arravo Global Services

The Field Support Engineer will be responsible  for the timely maintenance and repairs of all Canon Office PrintingEquipment deployed to client, as well as:

promoting a high level of customer satisfaction by ensuring all technical queries and

printer support-related issues are resolved within the contractual Service Level Agreements (SLAs).

Functions / Key Results Expected

• Perform new hardware Installations when required, perform preventive maintenance, corrective maintenance, and general up keep of Digital Multi-Functional Printers (MFP) and Scanners.
• Integrating the print fleet to Manage Print Solutions.
• Ensure 100% customer satisfaction in terms of Response Time, Preventive Maintenance, and Equipment MTTR.
• Integrates equipment on Customer Network when required.
• Conduct a pre-deployment survey and provides Presales Support when required.
• Maintain effective relationships with customers.
• Accurate, timely completion and submission of Service Job Cards and Reports.
• Conduct Key Operator Training for Users for smooth operation
• Ensure papers are loaded correctly in all printers to minimize paper jams and reduce maintenance calls
• Keep track of the ink/toner and paper stock levels daily and re-order for replacement stocks when needed.
• Undertake additional related responsibilities as required.
• Mange print Paper utilization and stock level
• Generate and provide monthly Uniflow statistics report for invoicing
• Hourly patrols, preventive maintenance, cleaning errors, spare part management, toner replacement, health check, record fault report, print clarity check, help users solving other printing problems.
• Customer focused, problem Solving Skills, self-Motivated, attention to details, teamwork, and ability to work with minimal or no supervision.
• Escalate through the appropriate channel to Arravo for urgent intervention where required.

Skills:

• IT Incident Management/ End User Support Services General IT Support Services
• ServerMonitoring andSupport
• Printer Harware and software installation and troubleshooting NetworkSecurity Support (Local Area Network)
• IT Supplier management
• Good written and Verbal Communication Customer Service Skills