Help Desk Support Engineer

Summary

Join Printec, a leader in transaction technologies, as a Help Desk Support Engineer! Provide business and technical support for Printec's solutions, maintaining strong customer relationships. Your main responsibility is to improve product performance and customer satisfaction by efficiently resolving issues. You will troubleshoot incidents, monitor support activities, prepare reports, maintain equipment data, and collaborate with teams. On-site installations and upgrades will also be part of your role, along with supporting marketing initiatives. Regular reporting to your manager is expected. This position requires strong technical skills, problem-solving abilities, and excellent communication.

Requirements

• Minimum High school diploma in a technical field
• Minimum of 3 years of experience as a dispatcher or in a similar support role - call center/service desk/back office support)
• Proficiency in Microsoft Office, especially Excel
• Understanding of PC hardware components
• Experience in technical support environments
• Familiarity with call center operations, service coordination, and dispatching
• Ability to diagnose and troubleshoot basic technical issues
• Capable of providing clear, step-by-step technical support
• Demonstrates patience and persistence, especially with difficult cases
• Strong customer focus with good communication and problem-solving skills
• Team-oriented and collaborative mindset
• Valid B-category driving license
• Fluent in the local language and sufficiently proficient in English (spoken and written)

Responsibilities

• Respond promptly and accurately to customer queries related to operations and malfunctions
• Provide remote support and helpdesk services, maintaining detailed records of all activities
• Troubleshoot customer incidents using personal expertise and support from local and regional teams
• Monitor and follow up on onsite and in-house support activities via internal ticketing tools
• Prepare and distribute internal and external reports on support and repair activities
• Maintain master data for all equipment under maintenance in internal systems
• Collaborate daily with field engineers and internal departments to coordinate onsite maintenance and projects
• Create and assign tickets for corrective maintenance, preventive maintenance, and project tasks
• Stay updated on new features, product configurations, and software versions
• Perform on-site installations and upgrades of company products, independently or as part of a team
• Support country marketing and CSR initiatives as a side role
• Provide regular reports to the direct manager

Preferred Qualifications

Preferred Bachelor’s degree in a technical discipline

Benefits

• Competitive salary
• Attractive bonus based on performance
• Flexible working hours
• An inclusive, caring and friendly work environment
• Opportunities for growth and career development in a fast-changing and dynamic IT sector in a team of dedicated, ambitious and team-oriented professionals