Print Management Engineer

The Opportunity

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.

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.

What You'll Be Doing

Remote Print Support

• Provide remote support for printers, multifunction devices (MFDs) and print management systems
• Diagnose and resolve printing, scanning, copying and connectivity issues
• Monitor print environments and proactively address issues before they impact users
• Manage and support print queues, print servers and printer driver deployments

Print Management Administration

• Configure and maintain secure print and follow-me printing solutions
• Administer print management platforms, including user access, reporting and device settings
• Support printer onboarding, device replacements and system upgrades
• Implement print policies and standardised configurations across customer environments

Incident & Problem Management

• Respond to incidents and service requests within agreed service levels
• Investigate recurring issues and perform root cause analysis
• Escalate complex technical problems where necessary and coordinate resolution activities
• Maintain accurate records of support activities within the ticketing system

Customer Service

• Deliver professional, customer-focused technical support
• Communicate effectively with users regarding issues, updates and resolutions
• Provide advice and guidance on print-related best practices
• Support customers during project implementations and service transitions

System Monitoring & Reporting

• Monitor print infrastructure using remote management tools
• Produce reports on device status, print volumes, system performance and service trends
• Identify opportunities to improve service delivery and reduce operational costs
• Assist in maintaining service documentation and knowledge base articles

Security & Compliance

• Ensure print systems comply with customer and organisational security standards
• Support firmware upgrades
• Maintain user authentication and secure printing configurations
• Adhere to data protection and information security requirements

What We're Looking For

Essential

• Experience supporting enterprise print environments remotely
• Knowledge of Microsoft Windows operating systems and print server administration
• Understanding of TCP/IP networking, DNS, DHCP and Active Directory
• Experience troubleshooting printer hardware and software issues
• Strong customer service and communication skills
• Ability to prioritise and manage workloads effectively
• Experience using IT service management (ITSM) and ticketing systems
• Relevant IT support experience

Desirable

• Experience with PaperCut, uniFLOW, Equitrac or similar print management platforms
• Knowledge of Microsoft 365, Azure and cloud print technologies
• Understanding of ITIL service management principles
• ITIL Foundation Certification
• Microsoft certifications
• Vendor certifications relating to print technologies
• Degree, diploma or equivalent qualification in Information Technology or a related discipline

Key Competencies

• Strong troubleshooting and analytical skills
• Excellent verbal and written communication
• Customer-focused approach
• Attention to detail
• Ability to work independently in a remote environment
• Team collaboration and stakeholder management
• Problem-solving mindset
• Commitment to continuous improvement

How Success Is Measured

• Achievement of SLA and service targets
• First-time fix rate
• Incident resolution times
• Customer satisfaction scores
• Printer and print service availability
• Accuracy of documentation and ticket updates

Working Conditions

• Fully remote or hybrid working environment
• Occasional participation in on-call support or scheduled maintenance activities
• Standard business hours 08:00-17:00, with 1 hour for lunch