Business Area: Cebu Global Customer Services

Job Summary:

Work in liaison with the WW Software Solutions Support, Professional Services and Customer Success team to support complex Solution products involving server-based, cloud-based, and device-based software, firmware, and drivers. The Consultant will focus on managing both retroactive and proactive (IA1) system level changes: upgrading, moving applications and their servers as well as implementing new features or product deployments. 

The position requires strong technical, troubleshooting, communication, and organizational skills to fulfill the responsibilities outlined below. 

Roles and Responsibilities:

  • Act as an internal escalation point for Solution teams for issues that require an upgrade, move or enabling additional features on an existing installation of a Lexmark Software Solution
    • Quickly leverage information about customer environment, configuration, history of troubleshooting.
    • Guide customers through steps required for problem resolution or required modification of the Installation.
    • Apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions.
  • Provide methods for safe and reliable changes on production environment on customer side, assist the customer setting up backup and restore options, manage the process end-to-end until production is up and running in the desired future state.
  • Manage critical restores and corrective measures for the customer in case of unexpected downtime or errors during the changes to the installed configuration.
  • Escalate to and liaise with the Customer Success team if necessary and drive cross-functional resolution efforts to minimize customer downtime.
  • Assist Lexmark Business Partners in installation and maintenance of our Software Solution products to their customers.

Competencies, Skills, Knowledge, and Abilities:

  • Solid understanding of TCP/IP networking, particularly network security approaches – such as firewalls and proxies is a must.
  • Understanding additional information technology protocols, including SMTP, SMB, DNS, HTTP and TLS/SSL
  • Strong communication skills.
  • Fluent in both written and spoken English.
  • Ability to write business correspondence, and procedures/manuals.
  • Ability to present information effectively and respond to questions from customers, managers, and other Lexmark personnel.
  • Ability to understand complex solution products and rapidly learn complex technology and troubleshooting techniques.

Education, Experience and Certifications Basic Requirements:

  • A Bachelor’s degree or equivalent higher level education degree is required. Preferably in Computer Information Systems, Information Technology, or Computer Science, including course work in these areas: operating systems, security, networking and network protocols, databases.
  • At least 5 years of experience in technological roles (IT administration, IT consulting, software development, application support or technical support) is required.
  • Print release and/or Fleet Management background is an advantage.
  • Work experience with non-Windows operating systems, especially Linux, Active Directory and LDAP Protocols.
  • Experience with SQL, or similar database administration software.
  • Experience with common troubleshooting tools such as Wireshark and Hex/XML/Json editors.
  • Basic understanding of Java application logging outputs.
  • 3rd party certification is an advantage: CCENT, CCNA, CompTIA Security+, Microsoft certification (MCSA, MTA).

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