Service Delivery Specialist



Advert ID




Job Type




Salary Range

CAD38000-40000 per year

No. of Openings


Branch Information

Saint John, NB - (CAN) 1 Market Square Unit 101 NB Saint John , NB - E2L 4Z6 Phone : 506-633-7474



Job Description

Are you looking for a career with a company that integrates state of the art hardware, software, and consulting and support service? Our Client is a leading provider of document solutions. Their fully integrated hardware and software products help businesses share information efficiently and effectively by enabling customers to control the input, management and output of documents.


* Part of a team responsible for delivering Document Services in accordance to client contract, SLA and Statement of Work specifications, in accordance with Document Services delivery standards defined by our Client

* Troubleshoot and assist with all printer-related and non-printer related (e.g. driver, network, o/s) printing issues through personal visits and/or using remote tools.

* Fix printer related issues and/or escalate to appropriate channels

* Assist in the design, development and documentation of printing support processes and procedures

* Fleet and services management: consumables inventory monitoring and management, escalation support, asset reporting, common print room management

* Service Level Agreement compliance - focusing on maximizing uptime, utilization and end-user satisfaction while minimizing costs

* Deliver levels of service (as defined in customer SLA) and work closely with customer's Level-I Help Desk and Level-III IT support to monitor and manage all printing related issues and escalations

* Conduct training sessions with end-users where required to ensure highest level of user adoption and maximize usage of the installed technology

* Management of incoming print incident tickets in Customer's service ticketing system (Remedy).

* Ongoing management and physical execution of new installs, removals, relocations and disposals (IMAC-D)

* Administration of @remote (our Client's remote monitoring software) servers and Client Specific monitoring solutions.




* DEP, AEC or DEC in computer science

* Microsoft Certified Solutions Associate (MCSA) Certification

* Industry related training and recognized certifications (tech or sales related, eg. CDIA+)


* Minimum 2 years experience in roles with similar responsibility, scope or skills

* Previous service, support, technical or operational experience with customers


* Excellent knowledge of copying, printing, scanning, and faxing technologies

* Excellent printer, multi-function printer, multi-function device, and fax knowledge and troubleshooting skills -

* Excellent communication skills with proven ability to conduct professional business communications, both verbal and written -- ability to build rapport with end-users

* Proficient in MS Office applications with demonstrated Excel skills - Adobe Creative Suites knowledge a plus

* Knowledge of multiple Microsoft operating systems (XP, 7, 8, 8.1)


* Valid driver's license

* Ability to provide error free work within tight deadlines with strong time management skills

* Core Performance Competencies: Excellent troubleshooting and analytical problem solving skills, client/customer awareness, good team player, good planning and organizational skills, strong personal work ethic, great integrity, ability to maintain confidentiality of information * Must be willing to travel occasionally to different customer locations as required

* Ability to work occasional overtime on weekends and weekday evenings