Technical Support Engineer

Technical Support Engineer
Toronto, Ontario

Primary Responsibilities:

  • Provide phone, email and remote support to customers
  • Level 1 and 2 technology support for deployed content solutions
  • Emulate or reproduce technical problems encountered when required
  • Document resolved issues to build a shared knowledge base and contribute to the department’s
    ongoing improvement
  • Participating in After Hours Emergency & Scheduled Support – limited
  • Escalate critical issues and roadblocks to the Technical Support Manager
  • Support internal IT systems, service desk when not taking client support calls


  • Associate’s Degree, computer science or related field


  • CompTIA A+, Network
  • MCSE
  • Proficient knowledge of Windows-based server OS such as Microsoft Windows Server
  • SQL Connectivity and Permissions
  • Active Directory and GPO
  • Virtualization
  • Experience with laser printers, multi-function, copiers drivers and scanning
  • Experience scanning middle-ware solutions – Upland AccuRoute, Nuance
  • Experience secure print solutions – FollowMe, UniFlow, PaperCut
  • Experience with Document Management methodologies


  • Strong dedication to customer care
  • Creative thinker
  • Excellent verbal and written communication skills, in person, and by telephone
  • Ability to understand and analyze customer technical needs
  • Works well independently
  • Ability to participate, contribute and interact with Pre Sales Technical Engineers, Product Management,
    Development, Technical Support and Sales teams

Position Type



In return for your contributions, we offer an environment that supports and recognizes your professional
growth. In addition, we provide competitive compensation, including group benefits.

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