PrintScan

Job Summary

The PrintScan position encompasses both Level 2 and Level 3 support roles, focusing on providing advanced technical assistance for complex print-related issues. The professionals in this role are expected to ensure efficient resolution of technical problems, collaborate with various teams, and maintain high standards of print service management. This position is crucial for optimizing print operations and enhancing user experience within the organization.

Responsibilities

Level 2 Support

• Install, configure, maintain, and repair a wide range of network printers, copiers, multifunction devices (MFDs), DesignJet/Plotters, and Barcode Printers.
• Manage print servers and implement secure print queue deployments using Group Policy or enterprise tools.
• Monitor and manage print traffic, quotas, and usage analytics using tools such as PaperCut, uniFLOW, or equivalent.
• Provide tier 2/3 support for print-related incidents and service requests; escalate complex issues to vendors or senior teams.
• Collaborate with IT, facilities, and vendors for new installations, upgrades, and hardware refresh cycles.
• Implement and support secure printing features (e.g., user authentication, pull printing).
• Maintain printer firmware updates, driver repositories, and device security configurations.
• Analyze print-related problems and proactively identify optimization or cost-saving opportunities.

Level 3 Support

• Resolve critical issues leading to P1 & P2 incidents, including those escalated from Level 2 support.
• Provide expert guidance and support to Level 1 and Level 2 support staff.
• Develop and implement solutions to complex technical problems, collaborating with development and engineering teams.
• Create and maintain detailed documentation of solutions to complex problems.
• Lead technical projects, such as system upgrades and migrations.
• Follow the print roadmap provided by the supplier and perform testing on devices expected to supersede current models.
• Support internal and external customer audits, providing necessary documentation and evidence.
• Prepare and maintain security configuration templates for network-connected printers.

Qualifications

• Strong technical skills in printer management and troubleshooting.
• Proficiency in managing print servers and print management software (e.g., PrinterLogic, Equitrac, Ricoh Streamline).
• Experience with Windows, Linux, UNIX, IBM z/OS, SAP, and AS400 print services.
• Knowledge of printer accessories and customizing Universal Print Drivers (UPD).
• Understanding of vulnerability remediation on print applications and hosting servers.
• Excellent problem-solving and analytical skills.
• Strong communication and collaboration abilities.
• Educational qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field.

Preferred Skills

• Familiarity with emerging print technologies and industry best practices.
• Experience in leading technical projects and managing cross-functional teams.
• Certification in relevant print management technologies or systems.

Experience

• Minimum of 3-5 years of experience in technical support, specifically in print management and troubleshooting.

Environment

• Work Type: Full-time
• Work Mode: In-office
• Location: Bangalore

Salary

• Estimated salary range: ₹1,950,000

Growth Opportunities

• Opportunities for career advancement within the organization, including potential leadership roles in technical support and project management.

Benefits

• Comprehensive benefits package including health insurance, paid leave, and professional development opportunities.