Job Summary

This role is responsible for utilizing advanced technical expertise in critical technology areas or customer groups, resolving complex incidents, and collaborating on cross-technology issues. The role applies the organization's solutions to meet intricate customer needs and designs specialized support solutions. The role cultivates senior-level relationships in assigned accounts, leads customer expectation management, and collaborates internally for issue resolution. The role also provides innovative problem-solving, leads projects, and contributes to operational and strategic plans.

Core Responsibilities

Workflow Automation & Optimization: Identify, develop, and implement automated prepress workflows to improve efficiency and reduce manual errors (e.g., using tools like ESKO Automation Engine or Heidelberg Prinergy).Network Management: Design, implement, maintain, and troubleshoot the local area network (LAN) and wide area network (WAN) infrastructure within the printing facility, including switches, routers, firewalls, and VPNs.System Integration: Integrate prepress software and equipment (e.g., proofing devices, CTP imagers, digital presses) with the network, servers, and other business systems (e.g., MIS or ERP systems).Prepress File Preparation & Management: Oversee the preparation and verification of digital files for printing, including color management (CMYK, Pantone), imposition, trapping, and quality control (preflighting).Technical Support & Troubleshooting: Provide high-level technical support for all prepress software, hardware, and network connectivity issues, minimizing downtime in a fast-paced production environment.Data Security & Management: Implement network security measures, manage servers and digital asset management (DAM) systems, and ensure robust data backup and disaster recovery procedures are in place.Collaboration & Training: Work closely with graphic designers, press operators, and clients to resolve issues and ensure all parties understand technical specifications. Additionally, mentor and train junior staff on best practices.Utilizes advanced technical knowledge to operate one or more critical or high-risk technology areas (e.g., server administration, technical security management, performance management) or customer groups.Resolves incidents involving single or cross-technology independently and collaborates with team members to address unusually complex or cross-technology incidents.Applies organization’s solutions to address highly complex customer requirements, while also designing and implementing support solutions using specialized industry knowledge.Identifies additional services with potential for future service revenue growth and offers technical consultation during contract renewal discussions.Cultivates and maintains strong relationships up to senior management levels in assigned accounts.Resolves problems promptly and appropriately, escalating issues according to established procedures, also leads customer expectation management as part of the escalation process.Collaborates extensively with internal groups to resolve client issues, actively contributing to the team's effectiveness.Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

Education & Experience Recommended

Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.Typically has 4-7 years of work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field or an advanced degree with 3-5 years of work experience.

Why HP Australia?

Australian Market Leader across PC & PrintA wide and varied product portfolio to marketRecognised globally as an Employer of Choice and certified as a Great Place to Work 2025Cultivates and encourages a diverse and inclusive culture with multiple Business Impact GroupsGold Level, Skilled Workplace Accreditation from Mental Health First Aid AustraliaMarket Leading Mentoring ProgramRecognised and one of the world’s most sustainable companiesWellness ProgramsFlexible work environmentSupportive team cultureAlso encourage Aboriginal and Torres Strait Islander people looking to start or continue their career in HP.

Thanks for taking the time to review our available position, if you think it is a match for your experience and interests please apply today – we are eager to learn more about you!

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