IT Support Specialist (MPS) – Docutech Ghana

Job Description

Docutech Ltd. is seeking a technically skilled, customer-focused and service-oriented professional to join its team as an IT Support Specialist (Managed Print Services – MPS).

The successful candidate will be responsible for providing technical support, implementing and maintaining Managed Print Services solutions, and ensuring the efficient operation of multifunction printers, copiers and related IT systems.

The role requires a hands-on professional who can troubleshoot technical issues, support clients, optimise print environments and contribute to the delivery of reliable and efficient print infrastructure. You will also play an important role in helping clients reduce printing-related costs, improve workflow efficiency and maximise the value of their Managed Print Services solutions.

KEY RESPONSIBILITIES

1. Technical Support & MPS Implementation

• Install, configure, maintain and troubleshoot multifunction printers, copiers and related printing devices.
• Provide first-line and ongoing technical support to clients experiencing hardware, software, connectivity and printing-related issues.
• Implement and support Managed Print Services solutions across client environments.
• Install and configure print management software and related applications.
• Integrate printers and multifunction devices securely into client networks.
• Conduct preventive maintenance and routine servicing of printing equipment.
• Diagnose and resolve technical faults promptly to minimise equipment downtime.
• Escalate complex technical issues to the appropriate internal or external technical teams when necessary.

2. Customer Service & Account Management

• Provide professional and responsive technical support to clients.
• Build and maintain strong working relationships with customers and key client contacts.
• Understand clients’ printing requirements and recommend appropriate technical solutions.
• Respond to customer enquiries, complaints and service requests in a timely manner.
• Conduct client visits where necessary to provide technical assistance and support.
• Maintain a high level of customer satisfaction throughout the service delivery process.
• Support account management activities by identifying client needs and opportunities for service improvement.

3. Monitoring & Reporting

• Monitor the performance and availability of client print environments.
• Track equipment performance, service requests, faults and maintenance activities.
• Maintain accurate records of installations, repairs, service calls and technical interventions.
• Prepare regular technical and service reports for management and clients where required.
• Analyse recurring technical issues and recommend appropriate corrective actions.
• Monitor service-level requirements and ensure timely resolution of reported issues.

4. Product & Market Knowledge

• Maintain up-to-date knowledge of printers, copiers, multifunction devices, print management software and related technologies.
• Develop a strong understanding of Docutech’s products, services and Managed Print Services solutions.
• Keep abreast of emerging trends and developments within the managed print and IT support industry.
• Provide technical input during product demonstrations, client engagements and solution presentations when required.
• Support the team in identifying opportunities to improve existing client solutions.

5. Continuous Improvement

• Identify opportunities to improve technical support processes and service delivery.
• Recommend ways to reduce equipment downtime and improve client productivity.
• Contribute to the development and implementation of improved MPS support procedures.
• Share technical knowledge and best practices with colleagues.
• Support initiatives aimed at improving operational efficiency, customer satisfaction and service quality.

REQUIREMENTS

To be considered for this position, candidates should have:

• A Bachelor’s degree in Information Technology, Electrical/Electronic Engineering, Computer Science or a related field.
• At least 2 years of experience in IT support, technical support or technical servicing.
• Direct experience in Managed Print Services (MPS), enterprise print solutions or a related environment will be highly advantageous.
• Demonstrable hands-on experience installing, configuring, maintaining and servicing printers, copiers and multifunction devices.
• Strong troubleshooting and problem-solving skills covering hardware, software and network-related issues.
• Experience installing and configuring print management software.
• Ability to integrate printing devices into client networks securely and effectively.
• Good understanding of IT infrastructure, computer networks and device connectivity.
• Excellent customer service and professional communication skills.
• Strong organisational and time-management skills.
• Ability to work independently, prioritise tasks and perform effectively under pressure.
• A proactive approach to identifying and resolving technical and customer-related challenges.

KEY COMPETENCIES

The ideal candidate will demonstrate:

• Technical troubleshooting and diagnostic skills
• Managed Print Services knowledge
• Customer service orientation
• Problem-solving and analytical thinking
• Communication and interpersonal skills
• Attention to detail
• Time management and organisation
• Adaptability and continuous learning
• Ability to work independently and as part of a team
• Professionalism and commitment to service excellence

WHO SHOULD APPLY?

This opportunity is ideal for an IT, Computer Science or Electrical/Electronic Engineering professional who enjoys hands-on technical work, troubleshooting, customer interaction and technology-driven solutions.

If you are passionate about IT support, have practical experience working with printers and multifunction devices, and are interested in building a career in Managed Print Services and enterprise IT solutions, Docutech Ltd. would like to hear from you.

HOW TO APPLY

Interested and qualified candidates should send their CVs to recruitment@docutechgh.com

Application Deadline: Not specified in the job advertisement.

Job Title: IT Support Specialist (MPS)
Company: Docutech Ltd.