> Markdown version of [/jobs/ext/726751-level-1-technical-support-specialist-managed-print-services](https://www.wearedevelopers.com/jobs/ext/726751-level-1-technical-support-specialist-managed-print-services). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Level 1 Technical Support Specialist, Managed Print Services - **Company:** POS Remarketing Group, Inc. - **Location:** Wauconda, IL, United States - **Experience:** Starter - **Salary:** $40,000.0 - $60,000.0 - **Contract:** Permanent contract - **Skills:** C++ (Programming Language), IP Addressing, Retail Software, Servicenow - **Published:** June 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6e1638698a601976 ## About the Role Do you have experience in Technical support via phone?, Do you have a High school diploma or GED?, Required * High school diploma or equivalent. * 1 to 3 years of help desk, technical support, or customer service experience. * Comfortable providing telephone support and guiding non-technical end users through basic troubleshooting steps. * Strong listening and communication skills with the ability to ask clear questions and reach a confident resolution quickly. * Organized and detail-oriented with the ability to manage multiple open cases simultaneously. Preferred * Experience in a retail technology or managed services environment. * Familiarity with Brother International or similar desktop document printer hardware. * Experience with ServiceNow or equivalent helpdesk ticketing platforms. Key Competencies Customer Service Excellence, Technical Troubleshooting, Problem Solving, Communication, Team Collaboration, Time Management ## Description POS Remarketing Group (POSRG) is seeking a Level 1 Technical Support Specialist to support a managed print services contract with a large shoe retailer. With the printer fleet now outside of manufacturer (Brother International) warranty, POSRG has assumed full Level 1 help desk and technical support responsibilities for this program. This role provides direct telephone support across approximately 1,000 store locations nationwide, triaging printer issues to determine whether they can be resolved remotely or require a full replacement and managing the replacement/replenishment process from start to finish. Responsibilities * Provide Level 1 help desk support via telephone directly to customers managers and staff. * Triage printer issues by asking clear, structured questions to determine whether a problem can be resolved with guidance or requires a printer replacement. * Walk store staff through basic troubleshooting steps to restore printer functionality when possible. * Use Brother diagnostic software to remotely access printers and pull key data including IP address, consumable levels, and toner cartridge status to support triage and replenishment decisions. * Initiate and coordinate printer replacements when remote resolution is not possible, including submitting replacement orders to Distribution for direct shipment to the store and processing defective unit returns. * Communicate with Distribution to confirm order status, track shipments, and resolve any fulfillment issues. * Coordinate with cost per page (CPP) vendor, the partner managing the CPP contract between POSRG and Brother, to ensure accurate reporting and billing alignment. * Manage toner, drum, and consumable replenishment requests across the store network. * Update all inbound helpdesk (ServiceNow) tickets from the client with timely and accurate information, including initial response, troubleshooting steps taken, resolution details, and tracking numbers for replacement printers and consumable shipments. * Maintain accurate records to support CPP billing reconciliation with CPP vendor. * Provide dedicated customer service for the customer, ensuring store-level contacts receive clear communication, prompt follow-up, and a consistent, professional experience on every interaction. ## Related Videos - [Modern Headless Commerce with Vendure](https://www.wearedevelopers.com/videos/489-modern-headless-commerce-with-vendure) - [The Sound of Privacy – What Your Spotify Data Reveals About You](https://www.wearedevelopers.com/videos/100346-the-sound-of-privacy-what-your-spotify-data-reveals-about-you) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Small, Secure, Interconnected: The next Internet Protocol](https://www.wearedevelopers.com/videos/100062-small-secure-interconnected-the-next-internet-protocol) - [The Deichmann RPA journey: Step by step with low-code automation to success](https://www.wearedevelopers.com/videos/1566-the-deichmann-rpa-journey-step-by-step-with-low-code-automation-to-success) ## Related Articles - [Should senior developers refuse interview coding challenges?](https://www.wearedevelopers.com/magazine/29-should-senior-developers-refuse-interview-coding-challenges) - [The 10 C++ programming questions to expect in an interview](https://www.wearedevelopers.com/magazine/50-the-10-c-programming-questions-to-expect-in-an-interview) - [What Should be Included in Your Programming Resume to Highlight Your Skills](https://www.wearedevelopers.com/magazine/142-what-should-be-included-in-your-programming-resume-to-highlight-your-skills) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [How to Respond to the “Why Do You Deserve a Promotion?” Question](https://www.wearedevelopers.com/magazine/416-how-to-respond-to-the-why-do-you-deserve-a-promotion-question) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv)