IT Support Specialist (MPS)

Role Overview
Docutech Ltd. 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
* Install, configure, and maintain a wide range of office equipment, including Xerox and HP printers, photocopiers, and multifunction devices.
* Provide on-site and remote support for Managed Print Services environments, including device monitoring, print management software, and user access controls.
* Troubleshoot hardware, software, and network connectivity issues to ensure optimal uptime and efficiency.
Customer Service & Account Management
* Serve as the primary technical contact for assigned MPS client accounts, ensuring timely responses to service calls and proactive follow-ups.
* Build strong relationships with customers through regular preventive maintenance and performance reviews.
* Educate clients on best practices for print management, device usage, and cost optimization.
Monitoring & Reporting
* Use service management tools such as 4me, 3Manager, or equivalent to:
o Monitor device performance, supplies, and service tickets.
o Track key metrics like page volumes, consumable usage, and uptime.
* Prepare and submit accurate daily activity, service visit, and performance reports to supervisors.
Product & Market Knowledge
* Maintain up-to-date expertise on Docutech products, MPS solutions, and internal service procedures.
Continuous Improvement
* Identify opportunities to enhance client print environments, reduce costs, and improve efficiency.
* Support team initiatives to improve overall service delivery and operational processes.
* Perform additional duties assigned by management.

Requirements
Education & Experience
* Bachelor's degree in Information Technology, Electrical/Electronic Engineering, Computer Science, or a related field.
* 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.
* Proven hands-on experience with the installation and servicing of printers, copiers, and multifunction devices.
* Strong troubleshooting and problem-solving skills for hardware, software, and network-related issues.
* Ability to install and configure print management software and integrate devices into client networks securely.
* Excellent customer service orientation and professional communication skills.
* Strong organizational skills with the ability to work independently and under pressure.

Other Requirements
* Willingness to travel within Accra for customer visits.
* Commitment to continuous learning and staying current on MPS technologies.