Printer Help Desk Support Technician

November 22, 2024

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Lexmark

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

🔧 Hardware

🏢 Enterprise

Description

• Support the customer’s end-user inquiries on perceived Lexmark printer hardware issues • Determine if the issue is related to Lexmark printer hardware • Document troubleshooting and escalate ticket to customer’s help desk • Trouble-shoot with end users or install technicians and attempt to remotely fix the issue • If unable to remotely fix the issue, determine appropriate parts/service required for an on-site technician to resolve issue on the first dispatch • Populate proprietary, D365 & Service Now ticketing systems • Follow-up with the end-user to test & confirm resolution • Meet all required service level agreements (speed to answer and resolution) • Professionally address customer escalations with detailed responses • Support all potential Lexmark MPS offerings: field service delivery, predictive service, proactive device notifications, proactive consumables management, print release, etc. • Assist customer and Lexmark teams on special projects: firmware-push configurations, non-reporting device investigations, focus devices/issues, etc. • Support field service technicians when they are on-site at a customer location

Requirements

• Must have prior experience as a printer/copier technician and is able to showcase those skills & experience in remote diagnostic & resolve role. • Associate degree preferred (technical encouraged) • L2 Printer repair experience (beyond consumables) preferred • Remote troubleshooting • Hands-on break-fix • Help desk and ticketing system experience • Strong investigative and troubleshooting skills • Proficient at multi-tasking • Strong documentation skills • Professional communication skills (written and verbal) • Customer focused experience • Network and software experience

Benefits

• Competitive pay and benefits package • Diverse and inclusive workforce • Dynamic and collaborative team environment • Work-life balance • Environmental excellence and community support.