Senior Print Services Engineer (L3) – Incident & Escalations

iQor; Laguna; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

HP's Print Service Desk Level 3 Technical Specialist provides advanced technical support for HP's global managed print environment, resolving complex incidents and coordinating with Level 4 teams, engineering groups, and third-party vendors.

Key duties include troubleshooting print infrastructure, monitoring, documenting issues, supporting major incidents, and contributing to service reviews and continuous improvement.

Qualifications

• Experience in enterprise technical support or managed print services.
• Experience with HP print environments and related software.
• Familiarity with ITSM tools and monitoring systems.

Responsibilities

• Resolve complex technical issues escalated to L3 from L2 support.
• Troubleshoot print infrastructure, print management applications, servers, and integrations.
• Investigate monitoring alerts and recurring service issues.
• Escalate issues to HP Level 4, specialist teams, and vendors as needed.
• Support major incidents and service restoration activities.
• Maintain technical documentation and knowledge articles.
• Participate in service reviews and continuous improvement initiatives.

Skills

Advanced troubleshooting

Networking fundamentals

HP Advance (HPA)

HP Capture & Route (HPCR)

SafeCom

ServiceNow

AppDynamics

Scripting / automation

Tools

AppDynamics

ServiceNow

Job description

HP's Print Service Desk Level 3 Technical Specialist provides advanced technical support for HP's global managed print environment, resolving complex incidents and coordinating with Level 4 teams, engineering groups, and third-party vendors.

Key duties include troubleshooting print infrastructure, monitoring, documenting issues, supporting major incidents, and contributing to service reviews and continuous improvement.