Global Print Administrator

Career Category

Information Systems

Job Description

Join our team at AMGEN Capability Center Portugal, the #1 company in Best Workplaces™ (201–500 employees' category) in Portugal in 2024 by the Great Place to Work Institute. With over 500 talented individuals from more than 40 nationalities, our Lisbon center thrives at the intersection of innovation, excellence, and inspiration. This is your opportunity to explore the future of healthcare through technology and digital innovation, supporting our mission To Serve Patients.

Global Print Administrator

The Global Print Administrator 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.

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