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

LI-JR1

How to Apply ?

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