Senior Specialist

Job description:

Print L2 JD
Technical Requirements Print services:
Candidate with minimum 5 years of experience handling the Print environment.
Hands on experience in Follow-me Print management tool LRS/VPSX, SafeCom, Streamline NX
Followme printing
Good working knowledge of Print Management & File server management
Good knowledge about how to create/modify/delete/ driver configuration on print Server.
Knowledge on SAP printing solution.
Good knowledge on Multifunction Printers, email configuration etc.
Windows Print server 2016 and 2019.
Should have experience in DHCP, AD, SMTP, Security groups and DNS.
Incident management/Problem Management/Change Management.
Basic Knowledge on Cloud print solution on Azure and AWS.

Technical Requirements Print services:
Troubleshooting of the incidents and tickets raised
Investigation and Root cause analysis of all issues and incidents
Provide Proactive Solutions and Service Improvements
Support the Service Owner with Architecture and Design Demands
Other Requirements:
To independently resolve tickets within agreed SLA of ticket volume and time.
To adhere to quality standards, regulatory requirements, and company policies
Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
Troubleshooting of the incidents and tickets raised

Soft Skills:
Quick learner on Incident and Task management tool like Remedy, Service-Now.
Excellent oral and written communication skill.
Experience in handling customer and severity cases.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases