Level 1 Technical Support Specialist, Managed Print Services
Position Summary
POS Remarketing Group (POSRG) is seeking a Level 1 Technical Support Specialist to support a managed print services contract with a large shoe retailer. With the printer fleet now outside of manufacturer (Brother International) warranty, POSRG has assumed full Level 1 help desk and technical support responsibilities for this program. This role provides direct telephone support across approximately 1,000 store locations nationwide, triaging printer issues to determine whether they can be resolved remotely or require a full replacement and managing the replacement/replenishment process from start to finish.
Responsibilities
- Provide Level 1 help desk support via telephone directly to customers managers and staff.
- Triage printer issues by asking clear, structured questions to determine whether a problem can be resolved with guidance or requires a printer replacement.
- Walk store staff through basic troubleshooting steps to restore printer functionality when possible.
- Use Brother diagnostic software to remotely access printers and pull key data including IP address, consumable levels, and toner cartridge status to support triage and replenishment decisions.
- Initiate and coordinate printer replacements when remote resolution is not possible, including submitting replacement orders to Distribution for direct shipment to the store and processing defective unit returns.
- Communicate with Distribution to confirm order status, track shipments, and resolve any fulfillment issues.
- Coordinate with cost per page (CPP) vendor, the partner managing the CPP contract between POSRG and Brother, to ensure accurate reporting and billing alignment.
- Manage toner, drum, and consumable replenishment requests across the store network.
- Update all inbound helpdesk (ServiceNow) tickets from the client with timely and accurate information, including initial response, troubleshooting steps taken, resolution details, and tracking numbers for replacement printers and consumable shipments.
- Maintain accurate records to support CPP billing reconciliation with CPP vendor.
- Provide dedicated customer service for the customer, ensuring store-level contacts receive clear communication, prompt follow-up, and a consistent, professional experience on every interaction.
Qualifications
Required
- High school diploma or equivalent.
- 1 to 3 years of help desk, technical support, or customer service experience.
- Comfortable providing telephone support and guiding non-technical end users through basic troubleshooting steps.
- Strong listening and communication skills with the ability to ask clear questions and reach a confident resolution quickly.
- Organized and detail-oriented with the ability to manage multiple open cases simultaneously.
Preferred
- Experience in a retail technology or managed services environment.
- Familiarity with Brother International or similar desktop document printer hardware.
- Experience with ServiceNow or equivalent helpdesk ticketing platforms.
Key Competencies
Customer Service Excellence, Technical Troubleshooting, Problem Solving, Communication, Team Collaboration, Time Management
