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 PaperCut, 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 (PaperCut, 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.
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Salary description
£30000.00 - £32000.00 per year