Career Category

Information Systems:

Job Description

Job Summary

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.

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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