Outsourced Technical Support Technician

Description

Job Summary: Provide on-site and remote technical support for print fleets, ensuring high equipment availability and customer satisfaction. Key Highlights: 1. On-site and remote technical support for print and scanning fleets. 2. Preventive and corrective maintenance of printers, multifunction devices, and scanners. 3. Opportunity for professionals with experience in technical support and microinformatics. **Description:** Provide on-site and remote technical support for OM30 customers' print and scanning fleets, ensuring high equipment availability (multifunction devices, printers, and scanners), SLA-compliant service delivery, user satisfaction, and continuity of operations in Healthcare, Education, and Electronic Document Management (GED). Perform preventive and corrective routines; install and configure equipment and software; maintain configuration standards; and record all interventions in ticketing and operational control systems. Inclusive vacancies for certified persons with disabilities (PCDs). Responsibilities and Duties Respond to N1/N2 tickets remotely and on-site, diagnosing and resolving printing, scanning, and connectivity issues (network/driver/firmware). Perform preventive and corrective maintenance on printers, multifunction devices, and scanners per maintenance plans and manufacturer guidelines; document service reports and replaced parts. Install, configure, and update equipment, drivers, monitoring agents, and software related to print outsourcing, ensuring compliance with OM30 standards. Perform post-service technical cleaning, calibration, and functional testing; release equipment with documented evidence. Manage tickets and assets (fixed and mobile), ensuring up-to-date inventory and traceability of visits and pending items in the system. Support consumables replenishment and Central Copy Operations as needed, aligned with contractual routines. Guide end users on best practices, proper usage, and copy/scan workflows to prevent recurrence. Provide daily technical feedback to supervisors, reporting risks, spare parts requirements, and supplier requests. Meet SLAs, scheduled service windows, and on-call shifts, including Saturdays when required. Document all interventions in the ticketing system (checklists, photos, tests, solutions). Requirements and Qualifications **EDUCATION:** Completed High School **TECHNICAL COMPETENCIES:** Experience in help desk/technical support, microinformatics, and maintenance of printers/multifunction devices (on-site and lab environments). Valid Class B driver's license is mandatory. Intermediate proficiency in Microsoft Office and ticketing systems; intermediate proficiency in Windows (XP/7/8/10/11). Availability for Saturday on-call shifts and travel between locations. Diagnosis and repair of printers/multifunction devices/scanners (preventive and corrective). Installation and configuration of drivers, print queues, network protocols, and monitoring agents. Asset and ticket inventory and control; preparation of technical records and checklists. Basic knowledge of electronics/electromechanics applied to printing equipment (desirable). User support and guidance on best practices; focus on SLA and customer satisfaction. **BEHAVIORAL COMPETENCIES:** **ESSENTIAL:** Teamwork; Commitment; Excellence in execution; Simplifying relationships; Customer focus; Ethics and transparency; Integrity. **ROLE-SPECIFIC:** Organization, discipline, and attention to detail in field operations. Proactivity, sense of urgency, and results orientation. Clear communication with users and coordination teams. Resilience to work under pressure and manage multiple concurrent tickets. Autonomy with accountability and accurate activity documentation. 2512100202181828323