Job Description

ROLE SUMMARY
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

Network & Authentication Troubleshooting
. Resolve network scanning failures (SMB, FTP, WebDAV)
. Coordinate with customer IT teams to align device configurations with their network environment

MFD Installation
. 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

DFE Installation &Troubleshooting

. 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

Colour Profiling

. 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

REQUIREMENTS

. Diploma in Information Technology, Computer Engineering, Electronics, orrelated field

. Minimum 2-3 years in a technical support or field engineering role