Print Operations Associate Engineer

<h2><b>Career Category</b></h2>Information Systems<h2></h2><h2><b>Job Description</b></h2><p><b>Job Summary</b></p><p>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.</p><p><b>Key Responsibilities</b></p><ul><li>Triage, troubleshoot, and resolve print service incidents/requests (print queues, drivers, print release, device connectivity) within timely manner.</li><li>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.</li><li>Support the printer lifecycle including enrolling new printers, reconfiguring printers as needed, and retiring printers including removing printers from Service Now and other platforms.  </li><li>Support automated supply/service requests: confirm correct site routing, validate requirements, and escalate to vendor when needed.</li><li>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.</li><li>Ensure compliance with security, data protection, and sustainability policies related to print infrastructure and services.</li><li>Assist with changes (installations, configuration updates, access removal/terminations for print platforms) following standard procedures.</li><li>Participate in high-severity (P1/P2) incident response and ensure clear communications and documented resolution steps.</li><li>Contribute to continuous improvement and reduction of repeat incidents.</li><li>Support SAP-integrated printing by performing initial troubleshooting and coordinating with SAP teams using defined escalation paths.</li><li>Onboard and support Zebra printers used for labeling in manufacturing/shipping environments.</li></ul><p><b>Basic Qualifications</b></p><ul><li>Experience troubleshooting end-user or infrastructure service issues and working with an ITSM tool.</li><li>Familiarity with Windows printing concepts (queues, drivers, print servers) and strong documentation skills.</li></ul><p><b>Preferred Qualifications</b></p><ul><li>5&#43; years of experience with troubleshooting technical issues on Windows and Mac devices.</li><li>5&#43; years of experience in enterprise print services and/or managed print environments.</li><li>5&#43; years of with Cloud and onprem print release solutions.</li><li>Experience supporting SAP printing workflows and partnering with SAP teams.</li><li>Knowledge of ITIL practices (Incident, Problem, Change).</li><li>Experience working with vendors and service providers.</li><li>Proficiency with Microsoft Office, collaboration tools, and analytics tools.</li><li>2&#43; years with Zebra configuration and support experience.  </li><li>SAFe for Teams certification</li><li>Adaptability to a dynamic and fast-paced environment with the ability to manage multiple competing priorities in parallel</li></ul><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>.