Position Title: IT Support Specialist (MPS)

Department: Service Delivery

Reports To: Service Delivery Team Lead/Operations Manager

Employment Type: Full-time (Obuasi – Ashanti Region )

Role Overview

Docutech Ltd. is seeking a Managed Print Services (MPS)–focused IT Support Specialist to join our team. This position is ideal for a technically skilled and service-oriented professional who can deliver exceptional customer support, optimize print environments, and ensure the smooth operation of multifunction printers, copiers, and related IT systems. You will play a key role in implementing and supporting MPS solutions for clients, helping them reduce costs, improve workflow, and maintain reliable print infrastructure.

Key Responsibilities

Technical Support & MPS Implementation

• Install, configure, and maintain a wide range of office equipment, including Xerox and HP printers, photocopiers, and multifunction devices.
• Provide on-site and remote support for Managed Print Services environments, including device monitoring, print management software, and user access controls.
• Troubleshoot hardware, software, and network connectivity issues to ensure optimal uptime and efficiency.

Customer Service & Account Management

• Serve as the primary technical contact for assigned MPS client accounts, ensuring timely responses to service calls and proactive follow-ups.
• Build strong relationships with customers through regular preventive maintenance and performance reviews.
• Educate clients on best practices for print management, device usage, and cost optimization.

Monitoring & Reporting

• Use service management tools such as 4me, 3Manager, or equivalent to:
• Monitor device performance, supplies, and service tickets.
• Track key metrics like page volumes, consumable usage, and uptime.
• Prepare and submit accurate daily activity, service visit, and performance reports to supervisors.

Product & Market Knowledge

• Maintain up-to-date expertise on Docutech products, MPS solutions, and internal service procedures.

Continuous Improvement

• Identify opportunities to enhance client print environments, reduce costs, and improve efficiency.
• Support team initiatives to improve overall service delivery and operational processes.
• Perform additional duties assigned by management.

Requirements

Education & Experience

• Bachelor’s degree in Information Technology, Electrical/Electronic Engineering, Computer Science, or a related field.
• At least 2 years of experience in IT support or technical servicing, with direct exposure to Managed Print Services or enterprise print solutions highly desirable.
• Proven hands-on experience with the installation and servicing of printers, copiers, and multifunction devices.
• Strong troubleshooting and problem-solving skills for hardware, software, and network-related issues.
• Ability to install and configure print management software and integrate devices into client networks securely.
• Excellent customer service orientation and professional communication skills.
• Strong organizational skills with the ability to work independently and under pressure.

Other Requirements

• Commitment to continuous learning and staying current on MPS technologies.
• Valid Driving license and driving ability required.