Full job descriptionThe 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