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.
• Perform print hardware certification and firmware testing on devices.
• Support internal and external customer audits, providing necessary documentation and evidence.

Qualifications

• Strong technical skills in managing and troubleshooting print services and devices.
• Proficiency in print management solutions including PrinterLogic, Equitrac, Ricoh Streamline, YSoft SafeQ, Canon uniFLOW, LRS-VPSX, Euroform -Jetadvise, HP Service Manager, and HP Web Jetadmin.
• Experience with configuring and managing print services on Windows, Linux, UNIX, IBM z/OS, SAP, and AS400.
• Strong understanding of printer accessories and customizing Universal Print Drivers (UPD).
• Knowledge of vulnerability remediation on print applications and hosting servers.
• Excellent problem-solving skills and ability to analyze print environment performance.
• Strong communication and collaboration skills to work effectively with various teams.
• 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 IT service management.

Experience

• Minimum of 3-5 years of experience in technical support, specifically in print services and management.
• Proven experience in handling complex technical issues and providing expert guidance.

Environment

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

Salary

• Estimated Salary Range: ₹1,140,000

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.