Help Desk Engineer – Technical Support

About the role

As a Service Engineer on the help desk, you will deliver technical assistance to customers over the phone and via remote tools. The role focuses on cost‑effective maintenance, firmware upgrades and optimisation of hardware performance for Canon products.

Key responsibilities

• Receive, log and triage support calls through the System Management System (SMS) and resolve issues remotely using Canon remote assistance tools.
• Escalate unresolved cases to Field Service Engineers and coordinate dispatches with the Service Supervisor.
• Perform first‑line troubleshooting on printers, firmware and related applications to achieve high first‑time fix rates.
• Update customers on complaint status, place toner orders for FSMA/MPS clients and follow up with business operations for delivery.
• Monitor the e‑maintenance portal, provide proactive service and identify sales leads for maintenance contracts.

Required profile

• Engineering degree or diploma in electronics, mechanics or software.
• Relevant experience in a service‑oriented technical environment.
• Understanding of health and safety guidelines and ability to work under pressure.
• Strong customer handling, communication and commercial insight.

Required skills

• Technical troubleshooting of printers and hardware.
• Hardware maintenance and firmware upgrade procedures.
• Use of remote assistance tools for virtual support.