Print Service Desk Technical Customer Support Engineer - Level 4

• This role is responsible for effectively resolving simple to moderate technical problems involving hardware and software and guiding customers proactively to prevent problems. The role represents the organization in various activities, and constructs, presents, and documents technical solutions tailored to client requirements. The role evaluates unique installations or configurations, contributes to the Knowledge Management System (KMS), collaborates with team members to meet SLA demands, and applies professional expertise to independently resolve problems within moderate scope. Responsibilities • Resolves simple to moderate technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems. • Guides customers proactively to mitigate the occurrence of problems, while also representing the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings. • Constructs, presents, and documents comprehensive technical solutions that cater to specific client requirements. • Evaluates complex or unique installations or configurations and provides recommendations for effective resolution. • Validates solutions to ensure they align with and meet customer-specific requirements effectively. • Facilitates partner integration through well-documented processes and technical guidance. • Articulates case summaries, resolutions, and contributes to the Knowledge Management System (KMS) through both written and verbal communication. • Collaborates with team members as needed to meet internal or external business and end user Service Level Agreement (SLA) demands. • Develops conclusions, recommendations, and written reports, contributing proactively through research and data analysis support, and sharing knowledge to foster a knowledge management culture. • Works independently on moderate scope problems, applying professional expertise, exercising judgment, and resolving various issues by following company policies and procedures. Education & Experience Recommended • Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence. • Typically has 2-4 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field or an advanced degree with little or no work experience. Preferred Certifications NA Knowledge & Skills • Amazon Web Services • Automation • Computer Science • Customer Relationship Management • Customer Support • Debugging • Java (Programming Language) • Linux • Operating Systems • Product Support • Python (Programming Language) • Root Cause Analysis • Scripting • Software As A Service (SaaS) • SQL (Programming Language) • TCP/IP • Technical Services • Technical Support • Unix • Workflow Management Cross-Org Skills • Effective Communication • Results Orientation • Learning Agility • Digital Fluency • Customer Centricity Impact & Scope • Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input. Complexity • Responds to routine issues within established guidelines. Disclaimer • This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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