Systems Output Administrator

THIS POSITION IS RESPONSIBLE FOR LEVEL 3 SERVER ADMINISTRATION FOR OUTPUT MANAGEMENT SUPPORT IN A WINDOWS PRINT ENVIRONMENT.

Responsibilities include Queue Management, Right Fax configuration and Support, Print Portal configuration and support, device printer configurations, and support via tools such as Web Jetadmin and Xerox Centerware.

JOB DUTIES AND RESPONSIBILITIES

RightFax Enterprise Support:

- Assist Level 3 and vendors to install and configure fax software.
- Assist Level 3 resources and vendors to integrate new applications with eFax solution.
- Assist in the migration of existing fax accounts
- Perform Level 2 administration for application faxing.
- Escalate unresolved enterprise application faxing, and output related issues to Level 3 as necessary.
- Provide day-to-day technical support in maintaining eFax system, including responsibility for confirming processes are complete and error-free.

Scanning Support:

- Provide general office scanning service and support for all standard output devices.
- Provide support for scanning capabilities on output devices, including scan to email, scan to folder and SharePoint.

Device Management and Configuration using Web Jetadmin (WJA) and Xerox CentreWare:

- Install, maintain, support and administer Print Management tools.
- Download, install, and upgrade device and HP Jet Direct firmware per standard processes.
- Test new firmware versions.
- Work with level 3 and vendors to resolve issues related to firmware upgrades.
- Work with Level 3 and IT Security to define device security settings.
- Create and manage standard Device configuration templates.
- Maintain Device configuration settings.
- Schedule HP Device configurations via Web Jetadmin as needed and route non-HP branded device configurations to the appropriate vendor's configuration tool.
- Organize devices into groups within Web Jetadmin for management reporting (Site, Country, Region).

Print Portal Support:

- Provide Print Portal monitoring, upgrades, and change controls when applicable.
- Work with level 3 and vendor to resolve all issues related to Print Portal
- Maintain Driver Repositories.
- Develop and perform testing protocols to ensure any new/updated drivers meet requirements of the business (Driver Certification).
- Enable Portal to deliver correct driver(s) to end users.
- Troubleshoot print driver problems.

Printer Requests:

- Provide assessment of printer model recommendations for new devices.
- Provide printer quotes using Global pricing model.
- Procurement assistance - work with procurement to update catalog of standard devices and assist users in ordering new devices.
- Maintain list of standard devices.
- Research, assess and recommend new devices; provide suggestions for print optimization to lower cost and provide adequate printing, copying, scanning, and faxing functionality.
- Coordinate with Business and Site Services teams securing space for new devices.

General Responsibilities for all aspects of Print/Fax Administration:

- Respond to tickets logged in ServiceNow.
- Hold regular meetings with Support Levels 1-3 to discuss trends and propose improvements.
- Manage escalations from Levels 2 to 3, and to vendors.
- Investigate differences resulting from a trouble incident, and resolve with the appropriate groups.
- Communicate and coordinate print/fax related changes with business and other IT teams.
- Provide documentation including support documentation, compliance documentation, knowledgebase articles, and job aids.

QUALIFICATIONS (EDUCATION, EXPERIENCE AND CERTIFICATIONS)

- Bachelor degree preferred or equivalent work experience
- Technical aptitude
- SAP experience
- Server Administration (MCSE Preferred)
- Understanding and experience with Right Fax Enterprise environment
- HP WJA and Xerox Center Ware knowledge desired but not required
- Must be experienced with MS Office suite
- Excellent verbal, written, and presentation skills
- Organized, flexible, detail oriented