CE - System Engineer

About the Role
The System Engineer is responsible for servicing customers both onsite and remotely. The role entails the implementation, customization, integration, support, and optimization of Information Management and Digital Transformation solutions, as well as troubleshooting related applications such as Printing & Document Management Systems. Key focus areas include document capture, intelligent document processing (OCR/AI), enterprise content management, document archiving, workflow automation, digital signatures, print management, and integration with business applications. This position plays a crucial role in expanding the company's professional services capabilities and supporting the growth of software and recurring services revenue through effective customer engagement.

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 the company'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 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 implemented during the post-sales stage.
• Provide technical assistance and support to 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 field engineers when necessary.
• Coordinate with Service Teams to increase the connectivity ratio of devices to e-Maintenance.
• Maintain knowledge of emerging technologies, industry trends, and the company's 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 the company's professional image through excellent customer engagement and technical expertise.

Qualifications
Must have/be:

• Bachelor’s degree in computer science or a related field (or the equivalent)
• 5 or more years of experience in a 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.