Managed Print Service Technician - Wilson, United States - Revolution Technologies

    Revolution Technologies
    Revolution Technologies Wilson, United States

    1 month ago

    Default job background
    Technology / Internet
    Description

    Duration: 12 months+ (long-term + benefits after 30 days)

    Location: Wilson, NC

    Citizenship: US, Green Card

    Type: W2 only NO C2C

    WORK HISTORY: Service-related experience in a customer facing role


    • Delivery of maintenance and repair of various products


    • Interacting with customers, including presenting to executives


    • IT Help Desk support


    • Remote device configuration to include IT security configuration management


    • Firmware deployment


    • Print workflow software management and deployment


    • Remote device support and diagnosis


    • Service call management via call management systems (Service Now and D365 experience preferred)


    • Interpretation of contractual language and obligations

    TECHNICAL COMPETENCE:


    • Maintenance/repair of printers and MFPs


    • Printer & Multi-function device capabilities and specifications


    • Excellent skills in all MS Office Suite including: word processing, spreadsheet, and presentation software (demonstratable)


    • Functional understanding and administration of print driver implementation, IP protocol schema and basic network protocols


    • MarkVision Enterprise software administration (Preferred) and other network deployment as well as network monitoring applications


    • Comfortable developing technology standards in conjunction with the customer focused team (CFT)


    • Implementing a software and hardware support strategy


    • Maintaining software, and performing device configuration deployments (firmware, settings, security, and solutions via the Management Console or other network management tools)


    • Demonstrated ability to apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions


    • Strong analytical skills

    PERSONAL CHARACTERISTICS:


    • Ability to follow direction and work independently


    • Strong interpersonal skills


    • Resourceful


    • Driven to self-improve/learn


    • Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities-flexible


    • High levels of natural and intentional organization capabilities


    • Strong analytical and reasoning abilities


    • Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises


    • Comfortable performing multifaceted projects in conjunction with normal activities


    • Self-motivated and comfortable working independently in a customer environment


    • Collaborative mindset to ensure appropriate individuals are involved and communicated to


    • Excellent communication skills (written and verbal)

    KEY METRICS:


    • Service Level Agreement Attainment


    • Meter Read Capture Rate


    • On-time Report Delivery


    • Consumable Delivery Time


    • Customer Satisfaction Scores


    • Creating/Modifying Support Documentation

    KEY DELIVERABLES:


    • Asset Management Reporting


    • Service Delivery Reporting


    • Consumable Delivery Reporting


    • Presentation Modifications/Updates


    • Presenting Data/Material


    • Key Process Flows (fleet support activity; supplies order management; service ticket creation, management and tracking; printer and MFP help desk operation, etc.)

    ROLES AND RESPONSIBILITIES:


    • Assistance in providing Maintenance Service and Site Management.


    • Installation of consumables within onsite location.


    • Tier 2 help desk support agent.


    • Day-to-day problem solving and customer interface.


    • Providing single point of contact for break-fix program.


    • Troubleshoot and maintain devices within onsite location.


    • Management of internal support processes as required.


    • System asset management for installations, moves, adds, and changes.


    • Consumable contact management.


    • Proactive consumables management.


    • Data Collection Manager (LDCM) support.


    • Management Console (LMC) owner.


    • Proactive and Predictive Service.


    • Service call management and closure.


    • Becoming proficient in utilizing any monitoring tools.


    • Reporting on data from monitoring tools


    • Assistance in managing customer print servers & in troubleshooting issues.


    • Supporting all follow-to-print/badge print managed output and server settings associated with the service.


    • Creating and maintaining printer process documentation.


    • Supporting print, firmware, solution, and configuration adherence to customer standards.


    • Facilitating installation, move, and disposal services.


    • Initiate ad-hoc billing requests for services rendered.


    • Responsible to build and grow a high trust relationship with key contacts within the customer environment.

    EDUCATION:


    • BA/BS degree or equivalent IT related experience


    • Product certifications to service devices


    • Experience in Windows print services a plus


    • Experience with deploying solutions a plus