Job Description
System Engineer is responsible for servicing customers, both onsite & remotely. Including implementation, customization, integration, support, optimization of Information Management and Digital Transformation, and troubleshooting Canon related applications, such as Printing & Document Management Systems. The role focuses on document capture, intelligent document processing (OCR/AI), enterprise content management, document archiving, workflow automation, digital signatures, print management, and integration with business applications. The engineer will work closely with customers during pre-sales, project implementation, training, and post-sales support to ensure successful solution deployment and customer satisfaction.
Job Description
System Engineer is responsible for servicing customers, both onsite & remotely. Including implementation, customization, integration, support, optimization of Information Management and Digital Transformation, and troubleshooting Canon related applications, such as Printing & Document Management Systems. The role focuses on document capture, intelligent document processing (OCR/AI), enterprise content management, document archiving, workflow automation, digital signatures, print management, and integration with business applications. The engineer will work closely with customers during pre-sales, project implementation, training, and post-sales support to ensure successful solution deployment and customer satisfaction.
The position plays a key role in expanding Canon's professional services capabilities and supporting the growth of software and recurring services revenue.
Responsibilities
Presales Support
- Validate proposed solutions against customer requirements, Statement of Work (SOW), licensing requirements, hardware specifications and implementation effort.
- Conduct technical discovery workshops and infrastructure assessments.
- Analyze customer business processes, document workflows and print environments to recommend suitable solutions.
- Identify implementation risks, technical dependencies and integration requirements.
- Support sales teams during solution presentations, demonstrations, proof-of-concepts and customer workshops.
- Provide technical consultation on Canon's software and solutions portfolio.
- Assist in sizing, scoping and solution architecture design.
- Recommend best practices for print management, document workflows and information governance.
Print Management Solutions
- Install, configure and implement print management solutions such as uniFLOW, uniFLOW Online, PaperCut and related applications.
- Configure secure printing, pull printing, Follow-Me Printing, mobile printing and guest printing solutions.
- Configure authentication mechanisms including Active Directory, Azure AD, PIN, card readers and Single Sign-On (SSO).
- Implement cost recovery, departmental charging, quota management and print accounting solutions.
- Deploy secure scan-to-email, scan-to-folder and scan workflow solutions.
- Configure reporting, auditing and compliance features.
- Integrate print management solutions with multifunction devices and customer systems.
- Conduct print fleet optimization assessments and deployment activities.
Information Management Solutions
- Install, configure and support document management and enterprise content management solutions.
- Configure document capture, scanning, OCR and Intelligent Document Processing (IDP) platforms.
- Design and implement workflow automation and digital transformation solutions.
- Develop indexing structures, metadata schemas and document retention policies.
- Configure digital archiving repositories and information governance controls.
- Implement electronic and digital signature solutions.
- Configure forms, templates and validation workflows.
- Integrate solutions with ERP, HRMS, CRM and other business applications.
- Configure APIs, web services and data exchange mechanisms.
- Develop custom reports, templates and business process workflows.
- Perform data migration, system upgrades and solution enhancements where required.
Project Delivery & Customer Engagement
- Conduct detailed requirements gathering workshops where necessary.
- Ensure all project deliverables are completed according to agreed scope and timelines.
- Document all customizations, integrations and configurations.
- Conduct system testing and user acceptance testing (UAT).
- Demonstrate completed solutions and obtain customer sign-off.
- Deliver administrator and end-user training.
- Provide go-live support and transition projects into support management.
Service Support Management
- Provide remote and onsite solutions support to Canon customers in the three countries in which we operate directly as and when needed.
- Escalate complex issues to the specialist in the regional office or via 3rd level support and be accountable until the issue is fully resolved.
- Update documentation (changes, modifications, configurations, incidents for the solutions that are implemented during the post-sales stage.
- Provide technical assistance and support to the field service engineers when needed.
- Ensure adherence to SLA commitments and customer service standards.
- Troubleshoot issues related to printing, scanning, OCR, workflows, authentication and integrations.
- Perform health checks, preventive maintenance and solution optimization activities.
- Monitor system performance and recommend improvements.
General/Specifics
- Take overall functional and technical responsibility for assigned Solutions implementation and commissioning.
- Attend training courses on nominated solutions as required.
- Deliver effective training sessions for nominated Solutions to his field engineers’ colleagues when necessary.
- Coordinate with Service Teams to Increase the Connectivity ratio of Canon Devices to e-Maintenance
- Maintain knowledge of emerging technologies, industry trends and Canon software solutions.
- Attend vendor certification and product training programs.
- Share knowledge and conduct internal training sessions for colleagues.
- Support initiatives that increase software adoption and recurring services revenue.
- Promote Canon's professional image through excellent customer engagement and technical expertise.
Qualifications
- Bachelor's degree in computer science or a related field (or the equivalent)
- 5 or more years of experience in related IT position (consulting experience a plus)
- Demonstrates proficiency in a variety of hardware & software & expertise in a variety of the IT industry's concepts, practices & procedures
- Experience implementing and supporting enterprise software solutions in customer environments.
- Strong understanding of Microsoft Windows Server environments (2016/2019/2022 and later).
- Experience with Active Directory, Group Policy, DNS, DHCP, LDAP and authentication services.
- Strong knowledge of TCP/IP networking, SMTP, SSL/TLS, SNMP and network troubleshooting.
- Experience with Microsoft SQL Server installation, administration, backup and troubleshooting.
- Experience with virtualization technologies such as VMware and Hyper-V.
- Experience with Microsoft 365 and cloud-related technologies.
- Experience implementing Print Management Solutions.
- Experience implementing Document Management or Enterprise Content Management Solutions.
- Strong analytical and problem-solving skills.
- Strong customer-facing communication and presentation skills.
- Ability to work independently and manage multiple projects simultaneously.
- Valid GCC driving license.
Preferred Technical Experience
Print Management Solutions
- uniFLOW
- uniFLOW Online
- PaperCut MF
- PaperCut Hive
- SafeQ
- Equitrac
Information Management Solutions
- Therefore
- Therefore Capture
- Kofax / Tungsten Automation
- ABBYY FlexiCapture
- DocuWare
- M-Files
- OpenText
- Laserfiche
Workflow & Automation
- Microsoft Power Automate
- Nintex
- SharePoint Online
- Power Platform
Digital Signature Platforms
- Adobe Sign
- DocuSign
- SigniFlow
Scripting & Integration Skills
- Experience with PowerShell scripting.
- Knowledge of Python, JavaScript or similar scripting languages.
- Experience working with REST APIs and Web Services.
- Understanding of JSON, XML and system integrations.
- Ability to troubleshoot logs, services and application integrations.
- Familiarity with database queries and SQL reporting.
AI & Intelligent Automation
- Exposure to Artificial Intelligence technologies within Information Management environments.
- Experience with Intelligent Document Processing (IDP), document classification and automated data extraction solutions is an advantage.
- Understanding of AI-driven workflow automation and document understanding technologies.
Preferred Certifications
- Microsoft Azure Fundamentals.
- Microsoft Power Platform Fundamentals.
- Microsoft Certified Systems Engineer or equivalent.
- ITIL Foundation.
- uniFLOW Certification.
- PaperCut Certification.
- Therefore Certification.
- ABBYY Certification.
- Kofax / Tungsten Certification.
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