Senior Service Desk: Global Print Support Specialist

iQor

Laguna

On-site

PHP 480,000 - 800,000

Full time

6 days ago

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Job summary

HP 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 include resolving complex issues, troubleshooting print infrastructure and related applications,

Qualifications

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

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.
Maintain technical documentation and knowledge articles.
Participate in service reviews and continuous improvement initiatives.