The Digital Collaboration Services team is responsible for Printing services and the associated Vendors management, including the Print infrastructure up-time, queue management and usage reports across the organisation.
Working as a Product Lead in this area, you will be responsible for the print service and management administrative duties including Vendor management, consultations with end user and Evaluation of new products. You will lead the delivery of high-quality solutions on an aggressive timeline while ensuring best practices and management is adhered to.
Requirements
- Matric, plus degree/NQF Level 5/6 and relevant Diploma/Certificate in Information Technology or similar qualifications
- Minimum 5 years experience with Printer support, desktop support, print management solutions required.
- AZ-900 Certification
- ITIL exposure or accreditation
- Vast Experience in technical advisory and technical implementation questions regarding Printers, Print Management and associated tools
- Good knowledge of current trends and practice in the use of digital and information technology.
- Great hands-on & technical experience implementing and supporting digital workplace technologies.
- Experience building technology roadmaps.
- Strong understanding of digital workplace technologies (hardware and software services and SaaS tools).
- Strong understanding of adjacent technologies (identity, security, endpoint management, vulnerability management, asset management, IT service management, analytics, etc.).
- Excellent working knowledge of IT general practices and methods with in-depth technical knowledge covering Active Directory, Desktop Engineering, Identity and Access Management, Device Management, Endpoint Security, and other related skills to be successful in this role.
- Proven ability to work in a fast-paced and matrixed environment.
- Meet changing deadlines and priorities on large scale global projects.
- Configure, implement, and maintain Print Services and the Print Management System.
- Print Management Administrative duties including co-ordination of head office and branch moves (printer/s), Quotes, Installation, etc.
- Vendor interaction and Management including contract compliance, service meetings and management of Vendor staff.
- Maintenance of the Print Management System including updating of new printers, driver maintenance and updates.
- Monthly reporting and billing to Management and Users.
- Consultation with end users where needed.
- 2nd line support for printers and multi-functional printers.
- 1st line support for card printers and home user printer setup / troubleshooting.
- Standby for operations and projects when required.
- Enhance Print Management services and functionality by investigating solutions to meet business objectives and promoting ongoing innovation and enhance offerings.
- Help write information governance material for the Printer Environment and help maintain the IT and information asset registers.
- Promote user adoption through application support and end-user training; prepare self-help materials, and provide technical demonstrations, consultation, and support for existing solutions.
- Maintain technical support relationships with suppliers to ensure services are provided effectively.
- Provide general application support to all functional areas and business units.
- Work within standard ITIL service management processes of Changes, Incidents, Service Requests and Problems, and utilise appropriate change and release procedures to ensure the smooth operation of business services.
- Create and maintain system documentation including installation, configuration, and appropriate troubleshooting steps.
- Enable internal and Vendor support teams to utilize the platform to conduct relevant tasks within their team.
- Provide input to budgetary and financial forecasting to management, for the lifecycle of the respective products.
- Responsible for the Lifecyle management of the product toolset that will be used in the team.
