Senior Service Desk Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Print Service Desk Level 3 Technical Specialist to provide advanced technical support for HP's global managed print environment. You will resolve complex incidents, manage major incidents, and coordinate with HP Level 4 teams and vendors to restore services.

The role requires English proficiency, extensive experience in enterprise print environments, and strong troubleshooting skills.

Qualifications

• Experience in advanced troubleshooting and resolving complex incidents.
• Windows Server administration experience required.
• Fundamentals of networking and certificate management.
• Experience with HP Advance (HPA) and HP Capture & Route (HPCR).
• Familiarity with SafeCom and enterprise print environments.
• Knowledge of ServiceNow or equivalent ITSM platform.
• Experience with monitoring/observability tools such as AppDynamics.
• Scripting and automation experience is a plus.

Responsibilities

• Resolve complex technical issues escalated from L2 support.
• Troubleshoot print infrastructure, management apps, 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

Windows Server admin

Networking fundamentals

Certificate management

HP Advance

HP Capture & Route

SafeCom

Enterprise print env

ServiceNow

AppDynamics

Scripting & automation

Tools

HP Advance (HPA)

HP Capture & Route (HPCR)

SafeCom

ServiceNow

AppDynamics

Job description

Position Summary

The Print Service Desk Level 3 Technical Specialist provides advanced technical support for HP's global managed print environment. This role is responsible for resolving complex incidents, supporting print infrastructure and applications, investigating escalated issues, managing major incidents, and coordinating with HP Level 4 teams, engineering groups, and third-party vendors.

Key Responsibilities

• Resolve complex technical issues escalated 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.+1
• Maintain technical documentation and knowledge articles.
• Participate in service reviews and continuous improvement initiatives.+1

Required Skills

• Advanced troubleshooting and problem-solving skills.+1
• Windows Server administration experience.
• Networking fundamentals and certificate management.+1
• Experience with HP Advance (HPA), HP Capture & Route (HPCR), SafeCom, and enterprise print environments.+2
• ServiceNow or equivalent ITSM platform experience.
• Monitoring and observability tools, including AppDynamics.
• Scripting and automation experience preferred.

Preferred Experience

4+ years of enterprise technical support, infrastructure support, managed print services, or application support experience. This is a supplier recommendation and not an HP requirement. HP only requires proven experience and appropriately skilled personnel.

Languages

• English (required)

Performance Expectations

• Own technical issues through resolution.
• Meet SLA commitments and escalation requirements.
• Support a high-volume global environment with approximately 300-450 L3 escalations monthly.+1
• Maintain accurate documentation and knowledge management.
• Drive continuous service improvement and operational stability