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

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

Last updated : 2024-05-13