Customer Support Engineer - Level Two

Sharp Business Systems France; United Kingdom; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

Sharp Business Systems UK is seeking an experienced Customer Support Engineer – Level Two to join our service engineers team in the UK. In this hands-on role, you’ll install, maintain and repair MFDs and related software on-site and remotely, delivering high-quality customer experiences.

Reporting to the Regional Service Manager, you will troubleshoot complex issues, share knowledge with customers, and support both hardware and software across the Sharp portfolio while working to KPIs.

Qualifications

• Experience installing, maintaining and repairing MFDs and related products.
• Strong knowledge of PCs, laptops and tablets.
• Good knowledge of Microsoft Word and Excel.
• Ability to learn bespoke software systems.
• Excellent communication and customer-facing skills.

Responsibilities

• Install, repair, configure and maintain MFDs and related products.
• Prepare, set up and refurbish equipment.
• Connect devices to customer PCs and networks, install drivers, configure scanning and network functionality.
• Diagnose and resolve advanced MFD and network faults.
• Provide training and guidance to customers on hardware and software.
• Provide cover across the service function when required.

Skills

IT skills

Microsoft Office

Network troubleshooting

Customer-facing skills

Teamwork

Self-motivation

Proactive attitude

Tools

Printer firmware

Networking equipment

Job description

We’re looking for an experienced Customer Support Engineer – Level Two to join our Service Engineers team. In this hands-on role, you’ll support Sharp Business Systems UK and dealer customers by installing, maintaining and repairing multi-functional devices (MFDs) and associated software, both on-site and remotely.

Reporting to the Regional Service Manager, you’ll play a key role in delivering a high-quality customer experience, troubleshooting complex issues, and supporting both hardware and software solutions across the Sharp portfolio.

What you’ll be doing

• Installing, repairing, configuring and maintaining MFDs and related products
• Preparing, setting up and refurbishing new and second-hand equipment
• Connecting devices to customer PCs and networks, installing print drivers, and configuring scanning and network functionality
• Diagnosing and resolving advanced MFD and network-related issues
• Providing clear training and guidance to customers on hardware and software
• Supporting colleagues and providing cover across the service function when required
• Assisting with ad hoc tasks to support logistics and service operations
• Managing stock held on vehicles or sites
• Working to agreed KPIs and following company processes and policies

What we’re looking for

• Strong IT skills with PCs, laptops and tablets
• Good working knowledge of Microsoft products (e.g. Word, Excel)
• Ability to learn and work with bespoke software systems
• Relevant technical qualifications and/or experience in the print or visual solutions sector
• Confident diagnosing and resolving electromechanical and network faults
• Full UK driving licence (Category B)
• Ability to work independently as well as part of a team
• Self-motivated with a proactive and organised approach
• Excellent communication and customer-facing skills
• Professional, positive and resilient attitude, even in challenging situations
• Work with industry-leading technology and customers
• A varied role combining field and remote support
• Supportive team environment with opportunities to develop your technical skills
• Competitive package aligned with experience