Print Services Associate

EY Job Description
- Job Title:

- Print Services Associate- Job Rank:

- Senior Associate- Function:

- End User Technology Experience- Jurisdiction:

- Global- Sub Function:

- In-Office Experience- Location:

- Argentina India - Poland**Position Summary**:
***Essential Functions of the Job**:
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**Technical Competence**
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Strong experience troubleshooting and remediating 2 nd to 3rd level print and scan issues
Ability to install, configure and troubleshoot print/scan servers and devices according to Global Print Services standards
Deep knowledge on print devices (HP, Canon, Epson, Lexmark, etc.) including firmware, printer profiles, printer queues, printer spoolers and printer features and functions for single and multi-function devices.
Experience with security protocols, ciphers and related network and internet protocols (TLS, SNMP, DNS, HTTPs, etc.)
Experience with ServiceNow to include management of Change Requests, Service Requests and Incidents, subtasks, service reporting, KB article authoring.
Ability to coordinate and perform server and device installations as part of office moves / office commissioning. Activities include: Print device configuration, print server configuration for Equitrac and eCopy servers.
Must work with EY MPS vendors to complete project activities or resolve issues
Ability to execute test plans for UAT and/or functional testing
Technical experience with Kofax Sharescan and HP Equitrac a big plus

**Administration***
Maintain responsibility for individual resource utilization whilst working on projects, meeting defined capacity models and providing regular utilization reporting
Work with the broader project team and PM's to ensure deliverables are meeting deadlines and budgets
Ensure full and correct time capture on a weekly basis for all project and administration work to allow effective top level reporting

**Client/Team Relationships***
EUTX Service Owners and Technical Leads
Solutions delivery staff (Project Managers)
L3/Operations leaders and staff
ARM representatives
Experience & Architecture Team
External vendors and suppliers
Key business stakeholders (globally)
The position holder will perform other responsibilities and tasks as required to achieve the agreed performance outcomes.

**Objectives/measures***
Management of Incidents and Service request queue within SLAs and with high customer satisfaction
Participate in projects as assigned, completing tasks within project timeline
Must be able to consistently connect with Global Print Services managers and key stakeholders across all time zones and be available for key planning and administrative activities.
Identify new technical and workflow issues, working with Global print managers to resolve them
Complete work in accordance with infrastructure design methodologies during projects, working with both the Solutions Delivery and Operations teams
Achieve "first-pass " check of quality for tasks and service requests as assigned to you
Support and reinforce architecture standards and principles, global product-specific guidelines and local regulatory requirements
Work with Global Print Services managers, providing support for infrastructure maintenance, problem management and incident escalation in assigned region
Participate in daily handoff between shifts to assure smooth transition for an work activities in your area

**Day-to-day challenges**
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Must have high ownership for all tasks within your scope, working with mínimal oversight to resolve issues, manage outages and deliver project work.
Must be effective in managing escalations, notifying your service management team, gathering additional team resources, coordinating activities during shift transitions
Ability to work and team with a multitude of different people within and outside of IT to balance demands
Must be able to work with managers and directors of other technical teams, resolving issues related to platform stability or workflows.
Flexibility to adjust to multiple demands, shifting priorities and rapid change
Ability to deal efficiently with escalations and difficult situations/people under pressure, such as restoring services
High level of interpersonal, communication, organizational and decision-making skills
- Ability to understand and integrate cultural differences and motives and to work in virtual cross-cultural, cross-border teams

**Analytical/Decision Making Responsibilities**:
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Must take ownership of technical issues, working with associates, team managers, vendors and other teams to resolve engineering problems, coordinating intra-group activities, driving projects and tasks to a conclusion
Mastery of print/scan device configuration, print server design, scan and print install and support for system operating across a global infrastructure
Ability to manage and guide appropriate changes, solutions and services within the directives of the role's strategic remit
Utilize knowledge of culture, people behavior, financial management, mar