Technical Support Analyst focused on technical support in B2B and B2E environments. Involvement in Java application maintenance and development with client relationship management.
About the role
- Tier 2 Floor Support Technician managing print services and providing IT support for users. Aiding a team focused on digital transformation and cloud services at TechSur Solutions.
Responsibilities
- Configure and maintain all 350+ printers on the client network, including building and managing printer queues, ensuring correct drivers and settings for end users.
- Administer the printer server environment, including migration from Windows Server 2012 to Windows Server 2016, by scripting exports/imports of print queues.
- Maintain and support printer monitoring and reporting tools such as Ricoh Device Manager NX Lite and Lexmark Mark Vision.
- Configure, install, and support desktop computers, laptops, monitors, portable storage devices, and general peripherals.
- Support Video Teleconferencing (VTC) systems, including Zoom and Teams-capable conference rooms – troubleshooting cameras, data hubs, displays, and related hardware in real time.
- Configure IT devices for secure operation, including installation of security software and updates as required by organizational policy.
- Diagnose hardware and software failures, communicate remediation plans clearly to users, and provide regular status updates.
- Provide remote support sessions using Windows Remote Assistance.
- Develop clear end-user documentation and instructions for supported systems.
- Contribute to ongoing updates of Desktop Support SOPs, training manuals, and the ServiceNow Knowledge Base to improve support efficiency and technical consistency.
- Use ServiceNow for receiving, tracking, managing, and resolving service tickets and support requests.
Requirements
- Minimum 3 years of experience in enterprise IT support, printer server administration, or a similar Tier 2 technical role.
- Proven experience with Windows Server environments and print server administration.
- Demonstrated ability to configure and manage large print fleets and maintain print services.
- Experience with printer management tools such as Ricoh Device Manager or Lexmark Mark Vision.
- Strong troubleshooting skills across hardware, peripherals, and software systems.
- Excellent customer service and communication skills with an ability to support VIP users.
- Experience with ServiceNow or similar IT service management platforms.
Benefits
- full benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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