Sr Support Engineer- Print Services

Mutual of Omaha   •  

Omaha, NE

Industry: Finance & Insurance


Not Specified years

Posted 56 days ago

The Sr Support Engineer installs, configures, maintains and troubleshoots complex desktop and application delivery technologies and systems. Provides leadership and expert analysis and resolution of technical and process issues/problems related to technologies and sub-systems, which support the environment. Assists in the planning, development and design of complex desktop and application delivery technologies. Actively participates and contributes in the strategic and tactical direction. Essential Job Functions:

  • Act as liaison with senior business partners to understand needs and deliver solutions.
  • Lead and direct requirements gathering to ensure appropriate technology is deployed for the customer.
  • Perform complex root cause analysis and research to develop appropriate solutions and strategies.
  • Develop high-level tasks, procedures, and processes associated with the installation of microcomputer based hardware and software components, utilizing process modeling tools and techniques.
  • Participate in multi-faceted capacity planning and demand forecasting, software performance analysis, and system tuning.
  • Evaluate vendor supplied hardware/software and makes recommendations to IT management.
  • Lead and participate in projects as the technical subject matter expert.
  • Adhere to Change Management, Incident Management, Configuration Management policies and procedures.
  • Responsible for complying with all Company Information Services policies and standards.
  • Responsible for ensuring appropriate security and privacy measures are implemented on technology solutions to protect Company data from intentional or accidental misuse.
  • Install, configure, maintain, and troubleshoot desktop and application delivery technologies and systems which support the application and desktop environments.
  • Provide expert analysis and resolution of technical and process issues/problems related to the technologies and systems which support the environment.
  • Assist in the planning, development and design of complex desktop and application delivery systems in addition to the sub-systems which support the application and desktop delivery environments.
  • Provide input into the strategic and tactical direction for application and desktop delivery technologies.
  • Efficiently collaborate and communicate in a Matrix environment.
  • Provide leadership by mentoring others. Act as a an agent of change.
  • This position may require frequent standing or walking for extended periods of time.
  • This position requires up to 33% travel, which may include flying and/or driving and some overnight stays.
  • This position requires you to lift, move, or carry heavy objects.
  • This position requires Visual Acuity at 20 inches (or less) over 66% of the time.

Minimum Qualifications:

  • Experience managing general office print services
  • Administer firmware and printer configuration with printer admin tools such as Webjet Admin
  • Configure, troubleshoot and maintain multi-function device integrations with directory services, email and fax capabilities.
  • Proven ability to keep pace with printer technology to ensure it meets the business needs.
  • Manage printer security configurations
  • Experience installing and configuring HP printer management software
  • Configure, maintain and troubleshoot secure pull print service
  • Create and maintain print utilization reporting services
  • Partner with facilities management to facilitate printer add move and change events.
  • Maintain asset management records for printer and Multi-function devices
  • Ability to install, validate and trouble shoot issues related to the Enterprise Print Services
  • Strong interpersonal and customer relationship skills
  • Attention to detail and ability to follow processes
  • Ability to deliver on-time, high quality results in a fast-paced environment
  • Eager-to-learn attitude and aptitude to take on new responsibilities as business need changes
  • Expert understanding of operational and tactical planning in order to use Division, Area, and Team goals and objectives to prioritize work and guide actions.
  • Deep knowledge of process improvement methodologies and approaches.
  • Expert understanding of downstream effects as a result of consultation with customers and the methodologies used to apply or implement technology.
  • Expert skill in identifying and resolving problems with computer hardware and software.
  • Expert skill in using applications software to develop custom products.
  • Advanced skill in communicating with and serving customers in a positive and professional manner.
  • Ability to mentor technical support staff.
  • Ability to work effectively in teams.
  • Ability to obtain agreement or consensus from multiple parties; earn trust and seek win-win solutions.
  • Bachelor's degree in Computer Science or related field and/or 3-5 years equivalent experience in IT systems/support engineering.

Preferred Qualifications:

  • Requires expert level technical understanding of hardware and software with a focus on analysis, development, modification, installation, testing, and maintenance.