IT SUPPORT SPECIALIST

 Role Overview
We is seeking a Managed Print Services (MPS)–focused IT Support Specialist to join our team. This position is ideal for a technically skilled and service-oriented professional who can deliver exceptional customer support, optimize print environments, and ensure the smooth operation of multifunction printers, copiers, and related IT systems. You will play a key role in implementing and supporting MPS solutions for clients, helping them reduce costs, improve workflow, and maintain reliable print infrastructure.

Key Responsibilities

Technical Support & MPS Implementation

1. Install, configure, and maintain a wide range of office equipment, including Xerox and HP printers, photocopiers, and multifunction devices.
2. Provide on-site and remote support for Managed Print Services environments, including device monitoring, print management software, and user access controls.
3. Troubleshoot hardware, software, and network connectivity issues to ensure optimal uptime and efficiency.

Customer Service & Account Management

1. Serve as the primary technical contact for assigned MPS client accounts, ensuring timely responses to service calls and proactive follow-ups.
2. Build strong relationships with customers through regular preventive maintenance and performance reviews.
3. Educate clients on best practices for print management, device usage, and cost optimization.

Monitoring & Reporting

1. Use service management tools such as 4me, 3Manager, or equivalent to:
2. Monitor device performance, supplies, and service tickets.
3. Track key metrics like page volumes, consumable usage, and uptime.
4. Prepare and submit accurate daily activity, service visit, and performance reports to supervisors.

Product & Market Knowledge

1. Maintain up-to-date expertise on Docutech products, MPS solutions, and internal service procedures.

Continuous Improvement

1. Identify opportunities to enhance client print environments, reduce costs, and improve efficiency.
2. Support team initiatives to improve overall service delivery and operational processes.
3. Perform additional duties assigned by management.

Requirements

Education & Experience

1. Bachelor’s degree in Information Technology, Electrical/Electronic Engineering, Computer Science, or a related field.
2. At least 2 years of experience in IT support or technical servicing, with direct exposure to Managed Print Services or enterprise print solutions highly desirable.
3. Proven hands-on experience with the installation and servicing of printers, copiers, and multifunction devices.
4. Strong troubleshooting and problem-solving skills for hardware, software, and network-related issues.
5. Ability to install and configure print management software and integrate devices into client networks securely.
6. Excellent customer service orientation and professional communication skills.
7. Strong organizational skills with the ability to work independently and under pressure.

Other Requirements

Commitment to continuous learning and staying current on MPS technologies.

Valid Driving license and driving ability required.