Technical Helpdesk Support

Helpdesk Technical Support Engineer
Location - Hertfordshire

Are you a customer-focused technical professional with strong IT, print, or software support experience? This is an excellent opportunity to join a growing organisation as a Helpdesk Technical Support Engineer, providing high quality remote support across print hardware, software solutions, networking, and IT environments.
You'll play a key role in improving service productivity by resolving issues remotely, reducing the need for field visits, and proactively monitoring client devices to keep systems running smoothly.

The Role
As part of the Helpdesk Team, you will be the first point of contact for technical support queries, delivering exceptional service to clients and ensuring fast, effective resolution of issues.

Key Responsibilities

• Deliver outstanding service and technical support to clients via the Helpdesk
• Remotely monitor client devices and take proactive action to prevent downtime
• Provide 1st and 2nd line diagnosis and remote fixes for print, scanning, driver, and software issues
• Connect remotely to client networks to resolve technical faults
• Maintain and update customer software to ensure accurate reporting
• Install and upgrade MPS software for clients
• Manage and measure technical calls with a focus on call avoidance and productivity
• Order toners and consumables where required
• Provide software support for solutions such as Paper Cut, Tungsten Automation, Printix, and uniFLOW
• Install and configure print drivers
• Compile monthly service and performance reports
• Ensure high levels of customer satisfaction
• Provide first-line support for UCaaS (Unified Communications as a Service)
• Escalate issues to the Technical Support Desk Manager when necessary

Skills, Knowledge & Experience

• Customer service experience essential
• Helpdesk or technical support experience desirable
• Photocopier/MFD engineering experience beneficial but not essential
• Strong IT knowledge with understanding of networking and software installation
• Experience with print management solutions (Paper Cut, Tungsten, Printix, uniFLOW) advantageous
• Strong organisational and process-driven mindset
• Excellent communication skills
• Ability to work effectively under pressure
• Strong service delivery capability and customer focus

Core Competencies

• Exceptional customer service
• Effective communication
• Decision making
• Teamwork & collaboration
• Results-driven mindset
• Flexibility and continuous improvement

Functional Competencies

• Taking responsibility and ownership
• Relationship building
• Commitment and engagement
• Working well under pressure
• Analytical thinking

Package

• Up to £32,000
• Mobile Phone & Laptop
• Pension Scheme
• Private Healthcare
• 25 Days Holiday (rising to 28)

How to Apply
Click the link below to submit your CV for consideration.
If you are currently seeking a Photocopier position, please send us a copy of your CV via the link below or call our mainline on (phone number removed) and ask for Nicola Foxall - (url removed) who will give you a call for a confidential chat.
Pure Talent Group Ltd are a UK based engineering recruitment company with specialist teams dedicated to the Engineering sector, and we have a wide range of Print roles available.