PrintScan - Sr Analyst II Infrastructure Services

Job Description:

Responsibilities: Level 2 Support:

Level 2 support professionals are responsible for handling more complex technical issues that have been escalated from Level 1 support. They work closely with Level 1 support to ensure that issues are resolved efficiently and effectively. Their responsibilities include:

• Install, configure, maintain, and repair a wide range of network printers, copiers, multifunction devices (MFDs), DesignJet/Plotters and Barcode Printers
• Manage print servers and implement secure print queue deployments using Group Policy or enterprise tools.
• Monitor and manage print traffic, quotas, and usage analytics using tools such as PaperCut, uniFLOW, or equivalent.
• Provide tier 2/3 support for print-related incidents and service requests; escalate complex issues to vendors or senior teams.
• Collaborate with IT, facilities, and vendors for new installations, upgrades, and hardware refresh cycles.
• Implement and support secure printing features (e.g., user authentication, pull printing).
• Maintain printer firmware updates, driver repositories, and device security configurations.
• Analyze print-related problems and proactively identify optimization or cost-saving opportunities.
• Support mobile and remote printing solutions for hybrid users.
• Manage and maintain print services, troubleshooting print management solutions including PrinterLogic, Equitrac, Ricoh Streamline, YSoft SafeQ, Canon uniFLOW., LRS-VPSX, Euroform -Jetadvise, HP Service manager, HP Web Jetadmin
• Configure and manage Windows, Linux, UNIX, IBM z/OS, SAP, AS400 Print services in conjunction with print management software.
• Strong understanding of printer accessories like Card readers, Bardimm, IPDS, Finishing Modules & Fax and customizing UPD drivers to configure these accessories.
• Strong knowledge and understanding on vulnerability remediation  on the print application & hosting servers.
• Collaborate with vendors and third-party providers for support escalation and solution implementation.
• Perform print server administration, including installation, configuration, updates, and security management.
• Develop and maintain documentation on print environment architecture, standard operating procedures, and troubleshooting guides.
• Analyze print environment performance, recommend improvements, and assist in the deployment of new print solutions.
• Stay current with emerging print technologies and industry best practices.

Level 3 Support:

Level 3 support professionals are the subject matter experts providing highest level of technical support and are responsible for handling the most complex and critical issues. They have deep technical knowledge and expertise and work closely with other teams to resolve issues. Their responsibilities include:

• Resolving critical issues: Level 3 support professionals handle the most complex and critical technical issues leading to P1 & P2 incidents, including those that have been escalated from Level 2 support.
• Providing expert guidance: They offer expert guidance and support to Level 1 and Level 2 support staff, helping them to resolve issues more effectively.
• Developing and implementing solutions: Level 3 support professionals develop and implement solutions to complex technical problems, often working closely with development and engineering teams.
• Creating and maintaining documentation: They create and maintain detailed documentation of solutions to complex problems, contributing to the organization's knowledge base.
• Leading technical projects: Level 3 support professionals often lead technical projects, such as system upgrades and migrations, ensuring they are completed successfully.
• Print hardware certification: Follow the print roadmap provided by the supplier and perform testing on the devices that are expected to supersede the current models on the customer environment. Perform firmware testing and upgradation  
• Support internal, external, customer audits and provide necessary documentation and evidence as required.
• Prepare & Maintain security configuration template for network connected printers

Essential Technical Skills

• Enterprise Printing Systems: Experience with enterprise printing solutions.
• Server Administration: Windows Server management, print server configuration and maintenance
• Networking: Understanding of  printing protocols, port configuration, and connectivity troubleshooting
• Printing Technologies: Experience with print queue management, UPD driver customization & deployment.
• Certificate Management: Knowledge of PKI, SSL/TLS certificates, and security protocols
• Cloud Integration: Experience with cloud-based printing solutions and hybrid environments

Software & Tools

Equitrac, Printlogic SaaS follow me print, Ricoh Streamline, Ysoft Safeq, Windows Print servers, Direct IP Printing, PIN Printing, Vendor Management, Knowledge on Specific Printer Models, Cloud Printing, Canon uniflow, ServiceNow or similar ITSM platforms.

Preferred Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field
• Proven experience in managing enterprise print environments (minimum 3–5 years).
• Strong knowledge of print technologies from vendors like HP, Xerox, Canon, Ricoh, or Lexmark.
• Familiarity with Windows Print Server, Active Directory, DNS, DDNS , DHCP and Group Policy Objects (GPO).
• Understanding of network protocols: TCP/IP, SNMP, IPP, LPD/LPR
• Experience with print management software (e.g., PaperCut MF, uniFLOW, Equitrac).
• Troubleshooting skills in both hardware and print-related software issues.
• ITIL Foundation certification or equivalent
• Familiarity with print environment automation and scripting.
• Certifications related to print technologies or Microsoft Windows Server.
• Knowledge of cloud print services and integration.

Nice to have skills:

• Problem-solving attitude
• Collaborative team spirit
• Good communication skills with the ability to represent in global meetings/forums/customers.
• Good understanding of network infrastructure.
• Knowledge of Cloud Technologies.
• Excellent problem solving/analytical skills

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