Regional Technical Software Administrator

Accel It Services; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Accel IT Services in Bengaluru (Bangalore) is seeking a Regional Technical Software Administrator (Printer) to oversee enterprise print management applications across the APAC region, ensuring availability, performance, security, and SLA compliance.

You will work with customers, OEM partners, and internal teams to deliver high-quality support, manage incidents, and drive service improvements, with a focus on ITIL processes and thorough documentation.

Qualifications

• 5-10 years of experience in Technical Support, Application Administration, or Print Management Solutions.
• Minimum 5 years of hands-on experience in Application Administration or Windows Server Administration.
• Experience supporting enterprise Print Management Software solutions.
• Knowledge of Windows Server environments.
• Understanding of Active Directory, authentication, and user access management.
• Basic knowledge of Printer, Multi-Function Printer (MFP), and Multi-Function Device (MFD) technologies.
• Understanding of networking concepts including TCP/IP, DNS, DHCP, and network topology.
• Experience with web-based applications and enterprise software platforms.
• Strong knowledge of Microsoft Office Suite, particularly Excel.
• Familiarity with ITSM tools such as ServiceNow, Remedy, or ManageEngine.
• Experience with software upgrades, patch management, and application lifecycle support.

Responsibilities

• Administer and maintain enterprise print management applications across the APAC region.
• Provide Level 2/Level 3 technical support for application-related incidents and service requests.
• Perform software installation, configuration, upgrades, patches, and preventive maintenance.
• Manage user authentication, access rights, and permissions in accordance with customer security policies.
• Ensure application availability, integrity, and optimal performance.
• Respond to customer incidents through phone, email, and ITSM ticketing tools within defined SLAs.
• Diagnose and troubleshoot application, server, and print infrastructure issues.
• Take complete ownership of support tickets until successful resolution.
• Coordinate with OEM support, software vendors, and internal technical teams for issue resolution.
• Maintain detailed incident documentation and root cause analysis where applicable.
• Proactively monitor application health, servers, services, and system performance.
• Identify potential risks and implement preventive measures to minimize downtime.
• Perform regular application health checks and maintenance activities.
• Support IMAC-D activities related to the printing environment.

Skills

Technical Support

Application Administration

Windows Server

Active Directory

ITSM tools

Network basics

Tools

ServiceNow

Remedy

ManageEngine

Windows Server

Active Directory

Job description

Job Title: Regional Technical Software Administrator ( Printer )
Location: Bangalore
Experience: 5-10 Years

The Regional Technical Software Administrator is responsible for the administration, support, maintenance, and operational management of enterprise print management applications deployed at customer locations across the APAC region. The role serves as the primary technical administrator for the print management solution, ensuring application availability, performance, security, and compliance with contracted Service Level Agreements (SLAs). The incumbent will work closely with customers, OEM partners, internal technical teams, and software vendors to deliver high-quality application support and continuous service improvement.

Key Responsibilities

Application Administration & Support

• Administer and maintain enterprise print management applications across the APAC region.
• Provide Level 2/Level 3 technical support for application-related incidents and service requests.
• Perform software installation, configuration, upgrades, patches, and preventive maintenance.
• Manage user authentication, access rights, and permissions in accordance with customer security policies.
• Ensure application availability, integrity, and optimal performance.

Incident & Problem Management

• Respond to customer incidents through phone, email, and ITSM ticketing tools within defined SLAs.
• Diagnose and troubleshoot application, server, and print infrastructure issues.
• Take complete ownership of support tickets until successful resolution.
• Coordinate with OEM support, software vendors, and internal technical teams for issue resolution.
• Maintain detailed incident documentation and root cause analysis where applicable.

System Monitoring & Maintenance

• Proactively monitor application health, servers, services, and system performance.
• Identify potential risks and implement preventive measures to minimize downtime.
• Perform regular application health checks and maintenance activities.
• Support IMAC-D (Install, Move, Add, Change, Decommission) activities related to the printing environment.

Reporting & Documentation

• Generate operational, utilization, compliance, and performance reports for customers and OEM partners.
• Maintain accurate records of support activities, system changes, and application administration.
• Create and update Standard Operating Procedures (SOPs), knowledge base articles, and technical documentation.
• Maintain asset inventory and application configuration records.

Customer & Stakeholder Management

• Serve as the primary technical point of contact for customer application support.
• Coordinate with customer IT teams regarding planned maintenance, upgrades, and issue resolution.
• Participate in Monthly, Quarterly, and Annual Service Reviews.
• Ensure high levels of customer satisfaction through proactive communication and timely resolution.

IT Service Management

• Follow ITIL best practices for Incident, Problem, Change, and Service Request Management.
• Maintain compliance with customer operational processes and contractual obligations.
• Support continuous service improvement initiatives.

Required Skills & Qualifications

Technical Skills

• 5-10 years of experience in Technical Support, Application Administration, or Print Management Solutions.
• Minimum 5 years of hands-on experience in Application Administration or Windows Server Administration.
• Experience supporting enterprise Print Management Software solutions.
• Knowledge of Windows Server environments.
• Understanding of Active Directory, authentication, and user access management.
• Basic knowledge of Printer, Multi-Function Printer (MFP), and Multi-Function Device (MFD) technologies.
• Understanding of networking concepts including TCP/IP, DNS, DHCP, and network topology.
• Experience with web-based applications and enterprise software platforms.
• Strong knowledge of Microsoft Office Suite, particularly Excel.
• Familiarity with ITSM tools such as ServiceNow, Remedy, or ManageEngine.
• Experience with software upgrades, patch management, and application lifecycle support.

Process & Service Management

• ITIL Foundation Certification preferred.
• Knowledge of Incident, Problem, Change, and Asset Management processes.
• Experience managing SLAs and service reporting.
• Strong documentation and process management skills.

Soft Skills

• Excellent troubleshooting and analytical skills.
• Strong customer service orientation.
• Excellent written and verbal communication skills.
• Effective stakeholder management.
• Time management and prioritization skills.
• Ability to work independently in a customer-facing environment.
• Strong presentation and reporting skills.

Preferred Qualifications

• Experience supporting enterprise print management solutions.
• Experience working with OEM printer.
• Exposure to regional or global support environments.
• Experience supporting APAC customers.