Printer Tech Support

Overview:

Provide guidance and real-time assistance to field technicians (CEs) during printer repair and related service activities.

Key Responsibilities:

-Provide real-time technical support to Customer Engineers (CEs) working on printer diagnostics, repairs, and installations.
-Assist with troubleshooting hardware, print quality issues, error codes, and connectivity problems across multiple printer brands (e.g., HP, Lexmark, Xerox, Konica etc.).
-Act as an escalation point for complex or unresolved technical issues.
-Coordinate with manufacturers and vendors for advanced troubleshooting and case management.
-Monitor active service tickets to ensure timely updates, proper documentation
-Communicate with internal teams and clients regarding issue status, risks, and resolutions.
-Ensure accuracy in reporting, asset documentation, and case handling.

Skills & Competencies:

-Strong knowledge of printer hardware, troubleshooting, and repair processes.
-Excellent problem-solving and analytical skills.
-Ability to provide clear guidance under time-sensitive situations.
-Strong communication and team coordination skills.
-Experience with ticketing systems and remote support tools.