IT Support - Print Management Solutions

Your tasks

As one of our longest and highly regarded customer support agreements, we provide technical support and resolution for HP equipment - laptop and Print.

This role is to provide onsite support for all HP print technology used at a large, global FMCG organisation.

Using diagnostic and control software solutions as well as providing day-to-day physical print support, you will be allocated a wide variety of tickets throughout the day.

These tickets will encompass many aspects of supporting corporate print functions, including:

• Initial responder for all reported faults 
• Escalate the ticket for faults to the Service Support Centre / Help Desk or Engineer that cannot be resolved by First Fix activity;
• Escalate Service tickets for resolution and maintaining the Fix reporting process up to fault rectification;
• Assist Customer with an overview of the device functionality;
• Coordinate with HP regarding device and HP Branded Software Support Service calls;
• Perform maintenance on devices as directed by the appropriate Service Delivery Management resource;
• Provide end-user training as defined in the Agreement;
• Utilize web-based software to manage the Fleet which may include proactive monitoring through Web Jetadmin, updating site maps provided after the Discovery and Design Assessment Service and initiating device related trouble tickets into the Customer supplied ticketing system;

This is a key role in keeping a household brand, that millions rely on, in perfect running order.