Printer Help Desk Operator

** This position is a work from home position, but must be located within a commutable distance to Westerville, OH to go onsite as needed.

** Shift Schedule: Monday-Friday (11am- 8pm EST)

- Supports of one of Lexmark’s largest North American Managed Print Services customers

- Represents Lexmark in a customer facing support role

- Fulfills remote help desk support for all printer hardware break/fix issues

- Coordinates/communicates with multiple levels of Lexmark and customer to accomplish the mutual objectives
Organizational Relationships

- Reports to the Site Operations Manager

Responsibilities

- Support the customer’s end-user inquiries on perceived Lexmark printer hardware issues

- Determine if the issue is related to Lexmark printer hardware

- If the issue is not with a Lexmark printer hardware issue, document troubleshooting and escalate ticket to customer’s help desk

- If it is a Lexmark hardware issue determine any Primary and/or Secondary causes

- 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

- Reference manuals and knowledge base for both troubleshooting steps and parts assignment as required

- 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

Individual Requirements

- 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
 

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