Printer Technical Support (REMOTE)

Applies foundational knowledge of IT operations to support Config Ops projects and device management systems. This hands-on resource performs remote configurations, deploys approved software and configuration templates, troubleshoots technical issues, and validates device functionality.

Working on problems of moderate complexity, the resource contributes analysis and implementation input while following established procedures. They evaluate unusual configurations, recommend appropriate actions, and engage technical specialists when additional support is required.

Services may include, but are not limited to: -Real-time remote device configurations. -Deployment of approved software and configuration templates. -Handling support inbox requests and inquiries. -Troubleshooting incidents with support teams and field technicians. -Testing device functionality and validating configuration results. -Weekly operational and project status report generation. -Execution of special projects, including device firmware upgrades and configuration changes. -Maintaining project records, configuration results, issue logs, and completion status., Execute assigned project tasks, including remote configurations, software deployments, firmware upgrades, and validation activities. -Investigate and resolve hardware, software, and configuration issues received through internal or external support requests and proactive notifications. -Respond to service, product, technical, and customer-relations questions. -Proactively assist customers and internal teams to prevent recurring issues and reduce rework. -Support implementation planning, task tracking, and coordination with support teams and field technicians. -Evaluate unique or complex configurations and recommend resolutions. -Engage team members and technical specialists as needed to meet service-level commitments. -Maintain accurate records and communicate project progress, unresolved issues, and support needs. -Document test results, configuration procedures, and troubleshooting findings.

A degree is not required, but experience in a similar IT operations or technical support role is preferred. -1 to 3 years of experience supporting relevant technologies and customer environments. -Experience performing remote device configurations and deploying approved software and configuration templates. -Basic proficiency with case management databases and support tools. -Experience using databases to retrieve, update, or validate operational information. -Phone, remote support, and electronic support experience.

Knowledge and Skills

-Excellent verbal and written communication skills in English. -Experience troubleshooting issues in a technical environment. -Strong analytical and problem-solving skills. -Working knowledge of computing hardware, software, storage, and peripheral devices. -Strong customer service skills and the ability to understand and advocate for customer needs. -Ability to follow established procedures and recognize exceptions requiring review or escalation. -Ability to organize assigned work, maintain accurate records, and communicate progress and blockers. -Ability to collaborate with technical teams, project stakeholders, and field technicians. -Printer troubleshooting and fleet management system knowledge. -Experience supporting firmware upgrades, configuration deployments, or device-related projects. -Experience testing firmware or print solutions in a lab environment.