System Engineer
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The System Engineer acts as the Tier 2 technical escalation point for Tier 1 support, resolving complex MFD software, network, DFE, and colour-related issues. This role also leads device installations and ensures customers receive consistent, high-quality technical support.
KEY RESPONSIBILITIES Technical Escalation- Take on escalated cases from Customer Service Engineers that cannot be resolved at Tier 1
- Diagnose and resolve MFD software-related issues within agreed SLA timelines
- Document root causes and workarounds for knowledge base and team upskilling
- Resolve network scanning failures (SMB, FTP, WebDAV)
- Coordinate with customer IT teams to align device configurations with their network environment
- Perform end-to-end on-site installation of Multifunction Devices
- Configure network settings, scanning profiles, address books, and authentication methods
- Validate all functions (print, copy, scan) post-installation and hand over to end users
- Install, configure, and commission Digital Front End (DFE) systems (e.g.Fiery or equivalent)
- Troubleshoot DFE issues - RIP errors, job queue failures, driver conflicts, and connectivity faults
- Perform software updates, patch management, and routine system health checks
- Create and calibrate ICC colour profiles for MFDs and DFE print workflows
- Use spectrophotometers and profiling tools to build and validate colour output
- Diagnose colour consistency issues - banding, density drift, gamut mismatch
- Conduct periodic calibration checks for production customers
- Diploma in Information Technology, Computer Engineering, Electronics, orrelated field
- Minimum 2-3 years in a technical support or field engineering role
- Hands-on experience with MFD installation and troubleshooting
- Working knowledge of Kerberos, LDAP, Active Directory, TCP/IP, DNS, SMB
- Experience with DFE systems (Fiery or equivalent) is an advantage
- Knowledge of colour management and ICC profiling is an advantage
- Strong problem-solving and customer-facing communication skills
Note: This is a 1-year contract role.
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