PRINTER SUPPORT TECHNICIAN

• Inspect, diagnose, and provide hands-on repair and maintenance to customer installed print systems
• Evaluates documented resolutions and analyzes trends for ways to prevent future problems
• Fields incoming help requests from customers and documents all contact information
• Builds rapport and draw out problem details from customers
• Prioritizes and schedules service for issues/problems reported by customers. Escalates issues when required
• Records, tracks, and documents the problem-solving process, all decisions made, and actions taken through to the final resolution
• Applies diagnostic utilities to aid in troubleshooting
• Tests fixes to ensure the problem has been resolved
• Perform post resolution follow-ups
• Performs hands-on fixes at the bench level, including setting up and configuring printers, evaluating returned items, testing printers for functionality, and working with files and associated items
• Develops help sheets and knowledge base articles for internal and external users
• Accesses software updates, drivers, knowledge bases, and frequently asked questions and resources

Education:

• Associates degree in electronics, electrical or mechatronics

Qualifications:

• 2 years experience in printer support
• Knowledge of basic electricity/electronics, mechanics and test equipment such as voltmeters
• Ability to read a wiring schematic
• Strong documentation skills
• Strong customer service skills
• Must have or be able to obtain a passport