Career Category
Information Systems
Job Description
Job Summary
The Associate Engineer supports enterprise print services across multiple sites and regions. This role focuses on resolving print-related incidents and requests, supporting printing workflows, monitoring service health, and reducing repeat incidents through disciplined troubleshooting and knowledge management. The ideal candidate is hands-on, customer-focused, and comfortable working in an operations environment with clear SLAs.
Key Responsibilities
- Triage, troubleshoot, and resolve print service incidents/requests (print queues, drivers, print release, device connectivity) within timely manner.
- Ensure high-quality ticket hygiene: accurate CI selection, assignment group, work and resolution notes, follow up with end users, and link to known errors/KB where applicable.
- Support the printer lifecycle including enrolling new printers, reconfiguring printers as needed, and retiring printers including removing printers from Service Now and other platforms.
- Support automated supply/service requests: confirm correct site routing, validate requirements, and escalate to vendor when needed.
- Monitor and resolve print infrastructure issues and coordinate with the local site staff and Amgen IS teams as needed. Escalate and partner with the print vendor when needed.
- Ensure compliance with security, data protection, and sustainability policies related to print infrastructure and services.
- Assist with changes (installations, configuration updates, access removal/terminations for print platforms) following standard procedures.
- Participate in high-severity (P1/P2) incident response and ensure clear communications and documented resolution steps.
- Contribute to continuous improvement and reduction of repeat incidents.
- Support SAP-integrated printing by performing initial troubleshooting and coordinating with SAP teams using defined escalation paths.
- Onboard and support Zebra printers used for labeling in manufacturing/shipping environments.
Basic Qualifications
- Experience troubleshooting end-user or infrastructure service issues and working with an ITSM tool.
- Familiarity with Windows printing concepts (queues, drivers, print servers) and strong documentation skills.
Preferred Qualifications
- 5+ years of experience with troubleshooting technical issues on Windows and Mac devices.
- 5+ years of experience in enterprise print services and/or managed print environments.
- 5+ years of with Cloud and onprem print release solutions.
- Experience supporting SAP printing workflows and partnering with SAP teams.
- Knowledge of ITIL practices (Incident, Problem, Change).
- Experience working with vendors and service providers.
- Proficiency with Microsoft Office, collaboration tools, and analytics tools.
- 2+ years with Zebra configuration and support experience.
- SAFe for Teams certification
- Adaptability to a dynamic and fast-paced environment with the ability to manage multiple competing priorities in parallel
.