Help Desk Support Engineer
We are Printec!
Printec is a leader in business-to-customer transaction technologies in Central and Eastern Europe, offering a wide range of technological solutions that reimagine transactions and create easy and secure interactions for more than 35 years.
From click & collect parcel delivery and vending unattended machines to digital on-boarding and electronic signature solution, we aspire to make digital transactions safer, faster and easier.
Through our solutions and services, we enable businesses to leverage innovative technology in order to provide superior customer experience and at the same time achieve operational efficiencies and regulatory compliance.
Did you know that Printec is behind your daily transactions?
Watch the video to discover some of our business solutions.
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We are looking for a Help Desk Support Engineer in Printec Kosovo - Prishtina office with strong technical skills and a customer-first mindset. In this role, you will provide business and technical support for Printec’s solutions and help maintain strong customer relationships.
Your main responsibility will be to improve product performance and customer satisfaction by identifying issues early and resolving them efficiently, with minimal supervision. You should bring problem-solving ability, multitasking skills, a passion for technology, and a drive to share best practices and deliver results.
Responsibilities
- Respond promptly and accurately to customer queries related to operations and malfunctions
- Provide remote support and helpdesk services, maintaining detailed records of all activities
- Troubleshoot customer incidents using personal expertise and support from local and regional teams
- Monitor and follow up on onsite and in-house support activities via internal ticketing tools
- Prepare and distribute internal and external reports on support and repair activities
- Maintain master data for all equipment under maintenance in internal systems
- Collaborate daily with field engineers and internal departments to coordinate onsite maintenance and projects
- Create and assign tickets for corrective maintenance, preventive maintenance, and project tasks
- Stay updated on new features, product configurations, and software versions
- Perform on-site installations and upgrades of company products, independently or as part of a team
- Support country marketing and CSR initiatives as a side role
- Provide regular reports to the direct manager
Requirements
- Minimum High school diploma in a technical field
- Preferred Bachelor’s degree in a technical discipline
- Minimum of 3 years of experience as a dispatcher or in a similar support role - call center/service desk/back office support)
- Proficiency in Microsoft Office, especially Excel
- Understanding of PC hardware components
- Experience in technical support environments
- Familiarity with call center operations, service coordination, and dispatching
- Ability to diagnose and troubleshoot basic technical issues
- Capable of providing clear, step-by-step technical support
- Demonstrates patience and persistence, especially with difficult cases
- Strong customer focus with good communication and problem-solving skills
- Team-oriented and collaborative mindset
- Valid B-category driving license
- Fluent in the local language and sufficiently proficient in English (spoken and written)
Benefits
We are offering a competitive salary, attractive bonus based on performance, flexible working hours, an inclusive, caring and friendly work environment, opportunities for growth and career development in a fast-changing and dynamic IT sector in a team of dedicated, ambitious and team-oriented professionals.