Hardware Service Specialist - Managed Print Services
Staples - Deerfield Beach, FL

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:

851924

Introduction:
STAPLES Managed Print Services (MPS) is a dedicated STAPLES ADVANTAGE resource providing a comprehensive print management service that runs all devices without taxing your IT department. We offer a full range of smart eco-conscious, cost-effective solutions with the goal to help companies regain control of their print environment. More information is available at:

http://www.staplesadvantage.com/what-we-offer/technology-solutions/why-technology-solutions.page

Job Summary:
The position of Hardware Service Specialist (HSS) – Managed Print Services is to ensure customer satisfaction through the proper implementation and ongoing maintenance of their print solutions agreement with Staples Technology Solutions (STS). The HSS will be an integral part in providing expertise on output devices, break/fix scheduling and service escalation. The HSS is the key liaison between Staples and our service provider partners.

Primary Responsibilities:
Oversees and coordinates 3

rd

party service providers for break/fix and maintenance contract activities with MPS customers

Monitors daily SLA attainment by 3

rd

party service providers

Prioritizes service escalations while providing excellent communication back to the customer

Compile and present SLA reports as requested by management

Maintain serialized device database for all contracted/non-contracted devices

Coordinating new device installations and trainings with multiple service providers

Must have availability to work non-standard hours (i.e. 10am – 7pm M-F) on a rotating basis

Must have availability to be on-call during weekends and holidays to handle priority escalations

Qualifications

Basic Qualifications:
High School Diploma plus a minimum of (4) years technical support and/or troubleshooting experience

Experience with Microsoft Office with a focus in MS Excel

Strong verbal and written communication skills

Demonstrate the ability to quickly learn multiple software packages

Demonstrate the ability to multi-task

Preferred Qualifications:
Associates or Bachelor’s degree plus a minimum of (2) years technical support and/or troubleshooting experience

Excellent written and verbal communication skills

Strong proficiency in Microsoft Office with a strong focus in MS Excel (pivot tables, formulas, vlookup, etc.)

Exceptional problem solving and analytical skills

Exceptional organizational skills with the ability to multi-task in a fast paced environment

Prior experience handling customer service relationships with large or enterprise level accounts

Prior technical experience in the managed print or copy industry strongly desired

Break/fix experience, TCP/IP knowledge, Hardware knowledge in the following manufacturers; HP, Lexmark, Xerox, Zebra

CompTIA certifications a plus

Job

:

Information Technology

Location(s)

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US-FL-Deerfield Beach

Schedule

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Full-time

Job Level

:

Non-Manager

Job Type

:

Experienced

Employment Statement

Staples is an Equal Opportunity Employer who values the diversity of our people, products, and services.

Staples - 19 months ago - save job
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