CE - System Engineer

Role Overview

System Engineer at Canon. The role is responsible for implementing, integrating, optimizing and supporting Canon's Information Management, Digital Transformation and Print Management solutions, ensuring successful deployment and ongoing customer satisfaction.

Role Purpose

The System Engineer services customers both onsite and remotely, delivering implementation, customization, integration, support, optimization and troubleshooting of Canon-related applications including 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 works closely with customers during pre-sales, project implementation, training, and post-sales support. The position plays a key role in expanding Canon's professional services capabilities and supporting the growth of software and recurring services revenue.

Key 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 of changes, modifications, configurations and incidents for 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.

Knowledge & Development

• 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' colleagues when necessary.
• 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.

Operations & Coordination

• Coordinate with Service Teams to increase the Connectivity ratio of Canon Devices to e-Maintenance.

Qualifications & Experience

• Bachelor's degree in computer science or a related field (or the equivalent).
• Five or more years of experience in a related IT position (consulting experience a plus).
• Proficiency in a variety of hardware and software and expertise in a variety of IT industry concepts, practices and 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.
• Valid GCC driving license.

Skills & Competencies

• Strong analytical and problem-solving skills.
• Strong customer-facing communication and presentation skills.
• Ability to work independently and manage multiple projects simultaneously.

Preferred Technical Experience — Print Management Solutions

• uniFLOW
• uniFLOW Online
• PaperCut MF
• PaperCut Hive
• SafeQ
• Equitrac

Preferred Technical Experience — Information Management Solutions

• Therefore
• Therefore Capture
• Kofax / Tungsten Automation
• ABBYY FlexiCapture
• DocuWare
• M-Files
• OpenText
• Laserfiche

Preferred Technical Experience — Workflow & Automation

• Microsoft Power Automate
• Nintex
• SharePoint Online
• Power Platform

Preferred Technical Experience — Digital Signature Platforms

• Adobe Sign
• DocuSign
• SigniFlow

Preferred Technical Experience — Scripting & Integration Skills

• PowerShell scripting.
• Python, JavaScript or similar scripting languages.
• REST APIs and Web Services.
• JSON, XML and system integrations.
• Troubleshooting logs, services and application integrations.
• Database queries and SQL reporting.

Preferred Technical Experience — AI & Intelligent Automation

• Exposure to Artificial Intelligence technologies within Information Management environments.
• Intelligent Document Processing (IDP), document classification and automated data extraction solutions.
• 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.