Device Technology Technical Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Set up, implement, test, and provide support for print, scan, fax, document management, print management, secure printing, document capture, and workflow solutions.

• Assist with installations, upgrades, configurations, testing, post-implementation activities, and on-site technical support as necessary.

• Analyze, resolve, document, and follow up on technical support cases related to hardware, software, connectivity, network, operating systems, applications, cloud services, and workflow challenges.

• Escalate and coordinate complex problems with internal teams, Technical Specialists, manufacturers, and subject matter experts.

• Deliver prompt, professional, customer-oriented technical support to Channel Partners, customers, and internal Fujifilm Canada teams.

• Engage in customer meetings, technical evaluations, implementation planning, and training initiatives.

• Provide training on products, solutions, and troubleshooting methods.

• Create and maintain technical documentation, knowledge articles, configuration guides, troubleshooting protocols, and support standards.

• Take part in knowledge-sharing sessions, special projects, and continuous improvement efforts.

• Identify recurring issues, conduct root-cause analyses, and suggest enhancements.

• Keep accurate records of support activities, project statuses, training sessions, escalations, resolutions, and follow-up actions.

• Stay updated on industry trends, technologies, cloud services, cybersecurity considerations, and support practices.

• Adhere to customer policies, site-access requirements, safety protocols, security measures, escalation procedures, service standards, and workplace policies.

⛳️ Requirements

• A minimum of five years of experience in field service, technical support, systems administration, or solution implementation.

• Preferably experience with Office Toner Based Equipment products.

• Experience in supporting print management, document workflow, managed print, business processes, or enterprise content management solutions.

• Strong understanding of multifunction printers, print drivers, print servers, scanning, faxing, secure printing, fleet management, document capture, and workflow technologies.

• Proficient knowledge of Windows desktop and server environments, Microsoft Office, networking, TCP/IP, authentication, cloud-based services, and fundamental security concepts.

• Capability to troubleshoot technical issues, manage support cases, prioritize tasks, and follow through independently.

• Experience in providing technical training, demonstrations, documentation, or knowledge transfer.

• Excellent communication, interpersonal, and relationship-building skills, with the ability to clarify technical concepts for non-technical audiences.

• Ability to collaborate effectively with customers, Channel Partners, vendors, internal teams, and other cross-functional stakeholders.

• Regular travel is required.

• Occasional overtime may be necessary.

🏝️ Benefits

• Annual performance-based bonus in line with the Annual Corporate Performance Bonus Plan.

• Extended health coverage.

• Dental coverage.

• Vision coverage.

• Defined contribution pension plan.

• Paid vacation.

• Personal days.

• Sick days.

• Wellness programs.

• Discounts on Fujifilm products.

• Fully remote position.

• Standard workweek of 37.5 hours.