Help Desk Engineer

Canon Emirates LLC; Abu Dhabi; On-site; AED 50,000 - 80,000; Full time

Job summary

Canon Emirates LLC is seeking a Service Engineer based in Abu Dhabi to provide technical help over the phone and virtually, ensuring excellent customer service and guidance. You will support hardware products through remote assistance, firmware updates, and software applications.

You will log and manage service requests, assign solvable calls online, and escalate complex issues to Field Service Engineers. The role requires strong fault-finding, health and safety awareness, and the ability to

Qualifications

• Engineering degree or diploma in electronics, mechanics or software.
• Experience in service industry.
• Familiar with health and safety guidelines.
• Strong fault-finding and technical aptitude.
• Good customer handling and communication; team player.

Responsibilities

• Provide first-line troubleshooting and remote technical support.
• Log and manage service calls via SMS and email; prioritise online fixes.
• Assign solvable online calls; escalate complex issues to Field Service Engineers.
• Aim for high first-time fix rate and minimize recalls.
• Communicate with account managers; assist sales leads.
• Monitor e-maintenance portal and coordinate toner orders.

Skills

Technical troubleshooting

Customer service

Communication

Teamwork

Health & safety

Education

Engineering Diploma/ Degree (electronics, mechanics, software)

Tools

Canon remote assistance tools

Maintenance portal

Job description

As a Service Engineer based on the help desk you will provide technical help over the phone and virtually ensure that excellent customer service and customer guidance are given And to cost effective maintenance and optimizing the technical performance of Hardware of products in the portfolio including maintenance and upgrading of Firmware product system software and product related applications via remote technical support using canon remote assistance tools To receive and log in system management system SMS support calls from clients via telephonic calls or email Call clients and use canon remote assistance tools to fix the problem online to avoid calls dispatching i e Sending engineer onsite as much as possible Assign calls that are not solvable online to Field Service Engineers and follow up with Service Supervisor to ensure dispatching and call handling To provide first line trouble shooting root cause of problems on the printers within the portfolio To achieve a high first-time fixed rate and minimum recalls with the most cost-effective use of labour time and parts Update customers regarding complaint status until closing of service request Contribute suggestions to improve maintenance and repair practices and modifications of products Look for opportunities to develop other areas of the client s business and liaise with the account manager accordingly Carries out any other duties as directed by service management Monitor e-maintenance portal and provide proactive service to the client Place order of toners to FSMA MPS clients and ensure proper follow-up with business ops for delivery Communicate with sales contracts and sales coordinators for potential sales leads maintenance contract trade-in

Must have/be:

• Engineering Degree or Diploma (electronics, mechanics and software)
• Relevant experience in the service industry
• Experience in understanding and following health and safety guidelines
• Demonstrates a high technical aptitude with excellent fault-finding skills
• Good customer handling and communication skills. Able to give customer instruction. Team player that focuses on optimizing the team output Good commercial insight and business acumen

Competencies required:

• Able to work on own initiative and in a team environment.
• The ability to think outside the box for when solving problems innovative.
• A high level of accuracy to provide relevant/timely information
• The ability to get good results whilst working under pressure
• Diplomacy and good communication skills