Service Engineer (Printing Services)

C004915 ,loThe Service Engineer is responsible for the operational delivery and support of NATO's printing services, ensuring agreed service levels are met.

Key responsibilities include:

• Act as the primary point of contact (POC) for printing service incidents and service requests.
• Troubleshoot and resolve printing-related incidents and user issues.
• Support and administer enterprise printing environments and "Follow Me" printing solutions.
• Coordinate technical activities with local and remote IT support teams.
• Manage and maintain multiple print servers across various locations.
• Work closely with external contractors and vendors under the guidance of the Service Delivery Manager.
• Maintain service performance and ensure continuity of printing services.
• Create, update, and maintain service documentation, including:
  • Standard Operating Procedures (SOPs)
  • Work Instructions
  • Technical documentation
• Support service management processes following ITIL best practices.
• Manage customer and vendor relationships to ensure effective service delivery.

Required Skills, Knowledge & Experience

Essential Requirements

• Proven experience in IT Service Delivery.
• Experience with enterprise-level printing software, particularly Uniflow or similar solutions.
• Previous experience supporting Follow Me Printing environments.
• 5 years of experience managing and supporting multiple print servers across remote locations.
• Proven experience managing customer and vendor relationships.
• Working knowledge of ITIL principles and service management processes.
• Strong documentation skills, including creation and maintenance of SOPs and operational procedures.

Desirable

• Previous experience working in multinational or international environments.