The Managed Print Systems Administrator is responsible for supporting the delivery of Managed Print Services to AIG end-users. Service is delivered via a support matrix that includes technical resources provided by Field Services Vendor, Managed Print Service provider and their support teams. He or she also coordinates special ticket handling requirements including escalations and prioritized requests.
Key Accountabilities (What are the main areas in which the position must get results in order to achieve its purpose?)
• Process Compliance
Collaborate with managed print services program team to ensure efficient operation of the company’s managed print services environment. Rely on experience, judgment, and analysis skills to resolve issues in a structured manner.
• Problem Solving
Handle and resolve moderate problems without escalation and with minimal supervision. Close out request and incident tickets as assigned from the queue coordinator/team lead. Adhere to published and agreed-upon SLA metrics and ensure tickets are documented and closed promptly. Perform Level 1 and Level 2 troubleshooting and remediation as required.
Escalate advanced issues expeditiously and seamlessly; follow through on resolution and document for future resolution. Work independently or with a team of diverse individuals that provides global support for Managed Print Services initiative. Use exemplary time-management skills; work within strict time-frames to meet or improve hard deadlines.
• Customer Service
Interact with technical support groups as needed to resolve all issues and problems and exhibit exceptional customer service skills. Process Restricted Data with Sensitivity to ensure that the confidential data remains private at all times.
- 1-2 years experience Working on the ticket – Incident and Task – Monitoring the toner and drum alert to be replaced. Work with onsite tech and supplier (HP) to resolve some issue.
- Knowledge in Printer model support
- Knowledge in Tools using to monitor, support and troubleshoot (Jetadmin, Jetmobile, EWS)
- Experience in Ticketing and billing tool
Has experience in Printing background
Willing to work on Permanent Night Shift
American International Group, Inc. (AIG) is a leading global insurance organization. Founded in 1919, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement products, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security. AIG common stock is listed on the New York Stock Exchange and the Tokyo Stock Exchange.
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