Technical Specialist

Job description:

Job Role:- Technical Specialist- Managed Print service
Resource should have minimum 6+ years of relevant experience on Print service including LRS, HP, GMPS
Skills Required
Print Configuration Management
o Print Environment Monitoring
o Print Environment Management
Print Firmware Management
o Print Driver Management
o LRS VPSX Queue for Special Print Unmanaged Printers
o LRS Portal Management
o OEM & 3rd Party Coordination
o Output management LRS
Warranty Management
o Label Printing Software Support
Consumables Management Support Coordination
o Incident & Service Request Management
Global MPS Solutio
Label and Bulk printing
Print font management
Secure Print



Roles and responsibilities
Manage in-scope Backend Print Management Tool
Provide information about installed print queue names to customer
Provision unmanaged printers to Customer printer portal & enroll for print queue management
Conduct adequate testing and certification
Provide Level 2 & 3 support
Provide Incident Resolution & Root Cause Analysis
Provide advice to Customer via Team lead on:
Potential impact on enterprise architecture, infrastructure, business process, information requirements, specific applications
Potential impact on performance
Technical feasibility
Report printing problems
Provide usage-based reporting
Provide technical assistance for Print Configuration Services
Develop and document detailed technical Specifications that define and support the build, test and deployment for Print Configurations
Review and approve standard Print Configuration Specifications
Implement and deploy Print Configuration for in-scope Hardware from a centralized management system
Conduct system-level and End-User testing of Print Configuration(s) to validate that they perform in accordance with the approved Specifications and can be deployed successfully
Managed Print Configuration testing results
Manage deployment efforts using formal project management tools, methodologies and standards
Manage and/or coordinate upgrades, patches and alerts
Create /update new knowledge articles for newly identified issues and their resolution.
Should resolve ticket and service request within agreed SLA.
Should be a Team player
Reports to Team Lead for any escalated issues.

• 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 & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases