Support Engineer at Arravo Global Services

About the Role

We are inviting applications from suitably qualified candidates for the position of Field Support Engineer. You will be responsible for the timely maintenance and repairs of Canon Office Printing Equipment deployed to our clients, while promoting a high level of customer satisfaction by resolving all technical queries and printer support-related issues within the contractual Service Level Agreements (SLAs).

Key Responsibilities

• Perform new hardware installations, preventive maintenance, corrective maintenance, and general upkeep of Digital Multi-Functional Printers (MFP) and scanners
• Integrate print fleet to Manage Print Solutions
• Achieve 100% customer satisfaction in terms of response time, preventive maintenance, and equipment Mean Time To Repair (MTTR)
• Integrate equipment on customer networks when required
• Conduct pre-deployment surveys and provide pre-sales support when required
• Maintain effective relationships with customers
• Complete and submit service job cards and reports accurately and on time
• Conduct operator training for users to ensure smooth equipment operation
• Ensure papers are loaded correctly in all printers to minimize paper jams and reduce maintenance calls
• Track ink, toner, and paper stock levels daily and reorder replacement stocks as needed
• Conduct hourly patrols, preventive maintenance, spare part management, toner replacement, health checks, and print clarity assessments
• Record fault reports and assist users with troubleshooting printing problems
• Manage print paper utilization and stock levels
• Generate and provide monthly Uniflow statistics reports for invoicing
• Escalate urgent issues to Arravo through the appropriate channels for intervention
• Undertake additional related responsibilities as required

Required Skills & Attributes

• IT incident management expertise
• Customer-focused approach
• Problem-solving skills
• Self-motivated and detail-oriented
• Strong teamwork abilities
• Ability to work with minimal or no supervision

Location

Lagos, Nigeria