PrintScan

Job Summary

The PrintScan position encompasses both Level 2 and Level 3 support roles, focusing on providing advanced technical assistance for print-related issues. The professionals in this role are responsible for resolving complex technical problems, managing print services, and collaborating with various teams to ensure efficient operations. This position is crucial for maintaining the integrity and performance of the organization's print environment.

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.
  • Support mobile and remote printing solutions for hybrid users.
  • Manage and maintain print services, troubleshooting print management solutions including PrinterLogic, Equitrac, Ricoh Streamline, YSoft SafeQ, Canon uniFLOW, LRS-VPSX, Euroform -Jetadvise, HP Service manager, HP Web Jetadmin.
  • Configure and manage Windows, Linux, UNIX, IBM z/OS, SAP, AS400 Print services in conjunction with print management software.
  • Collaborate with vendors and third-party providers for support escalation and solution implementation.
  • Develop and maintain documentation on print environment architecture, standard operating procedures, and troubleshooting guides.
  • Stay current with emerging print technologies and industry best practices.

• 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, often working closely 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

• Educational Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
• Technical Skills:
  • Strong knowledge of network printers, copiers, and multifunction devices.
  • Proficiency in print management software (e.g., PaperCut, uniFLOW, PrinterLogic).
  • Experience with Windows, Linux, UNIX, IBM z/OS, SAP, AS400 Print services.
  • Understanding of secure printing features and user authentication.
  • Familiarity with printer accessories and customizing Universal Print Drivers (UPD).
  • Knowledge of vulnerability remediation on print applications and hosting servers.
• Soft Skills:
  • Excellent problem-solving and analytical skills.
  • Strong communication and collaboration abilities.
  • Ability to work effectively in a team-oriented environment.

Preferred Skills

• Experience with emerging print technologies and industry best practices.
• Familiarity with project management methodologies.
• Certification in relevant technologies or print management solutions.

Experience

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

Environment

• Work Setting: In-office position located in Bangalore.
• Work Type: Full-time.

Salary

• Estimated salary range: ₹1,140,000 per annum.

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.