Technical Support Personnel at Pajuno Development Company Limited

Job Summary

• As a Technical Support Personnel at Pajuno, you will be the frontline support for customers encountering printer-related issues, ensuring timely resolutions while upholding the highest standards of information security. Your role is critical to maintaining customer satisfaction and operational efficiency.

Key Responsibilities

Technical Support

• Respond to customer inquiries via phone, email, or chat regarding printer hardware/software issues.
• Diagnose and troubleshoot printer problems e.g. hardware failures
• Guide customers through printer setup, driver installation, and software configuration.
• Provide step-by-step assistance for routine maintenance (cartridge replacement, print head cleaning, and jam clearance).
• Coordinate warranty repairs and liaise with service centers for advanced troubleshooting.
• Document all interactions, issues, and solutions in the company’s ticketing system.
• Escalate complex cases to senior technical teams and follow up for resolution.
• Develop and update support materials (FAQs, user manuals) to empower customers.

Information Security (ISMS)

• Classify and label information assets per Pajuno’s security policies.
• Monitor and report on the security status of assigned assets.
• Maintain updated asset inventories and participate in risk assessments.
• Adhere strictly to Pajuno’s information security protocols.

Requirements

Education:

• Minimum HND/BSc in Electrical/Electronics Engineering (preferred) or Computer Science/Engineering
• Strong academic background in Further Mathematics is a distinct advantage

Technical Competence:

• Must be technically inclined with demonstrated aptitude for hardware troubleshooting
• Solid understanding of electromechanical systems (for printer hardware support

Experience:

• 2 years in technical support roles involving hardware troubleshooting
• Experience with printer systems or similar electromechanical devices preferred
• Ability to work independently and meet SLAs.
• Willingness to undergo continuous training on new printer technologies.
• Commitment to information security best practices.
• Familiarity with ticketing system