System Engineer

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

Must have/be:

• 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.