Print Operations Associate Engineer

What you will do

The Associate Engineer supports enterprise print services across multiple sites and regions. This role focuses on resolving print-related incidents and requests, supporting printing workflows, monitoring service health, and reducing repeat incidents through disciplined troubleshooting and knowledge management. The ideal candidate is hands-on, customer-focused, and comfortable working in an operations environment with clear SLAs.

Key Responsibilities:

• Triage, troubleshoot, and resolve print service incidents/requests (print queues, drivers, print release, device connectivity) within timely manner.

• Ensure high-quality ticket hygiene: accurate CI selection, assignment group, work and resolution notes, follow up with end users, and link to known errors/KB where applicable.

• Support the printer lifecycle including enrolling new printers, reconfiguring printers as needed, and retiring printers including removing printers from Service Now and other platforms.

• Support automated supply/service requests: confirm correct site routing, validate requirements, and escalate to vendor when needed.

• Monitor and resolve print infrastructure issues and coordinate with the local site staff and Amgen IS teams as needed. Escalate and partner with the print vendor when needed.

• Ensure compliance with security, data protection, and sustainability policies related to print infrastructure and services.

• Assist with changes (installations, configuration updates, access removal/terminations for print platforms) following standard procedures.

• Participate in high-severity (P1/P2) incident response and ensure clear communications and documented resolution steps.

• Contribute to continuous improvement and reduction of repeat incidents.

• Support SAP-integrated printing by performing initial troubleshooting and coordinating with SAP teams using defined escalation paths.

• Onboard and support Zebra printers used for labeling in manufacturing/shipping environments.

Win

What we expect of you

Basic Qualifications

• Experience troubleshooting end-user or infrastructure service issues and working with an ITSM tool.

• Familiarity with Windows printing concepts (queues, drivers, print servers) and strong documentation skills.

Preferred Qualifications

• 5+ years of experience with troubleshooting technical issues on Windows and Mac devices.

• 5+ years of experience in enterprise print services and/or managed print environments.

• 5+ years of with Cloud and onprem print release solutions.

• Experience supporting SAP printing workflows and partnering with SAP teams.

• Knowledge of ITIL practices (Incident, Problem, Change).

• Experience working with vendors and service providers.

• Proficiency with Microsoft Office, collaboration tools, and analytics tools.

• 2+ years with Zebra configuration and support experience.

• SAFe for Teams certification

• Adaptability to a dynamic and fast-paced environment with the ability to manage multiple competing priorities in parallel.

Thrive

What you can expect of us

As we work to develop treatments that take care of others, we also care deeply for our teammates' well-being and growth.

• Work That Matters - Build tech that accelerates scientific breakthroughs and helps patients worldwide.

• Modern Tech Stack - Cloud-first, automation-focused, AI-powered.

• Global Scale, Agile Mindset - Collaborate across continents while working in nimble, high-impact teams.

• Continuous Learning - Access to certifications, trainings, mentorship, and career mobility.

• AMGEN Total Rewards Plan - Comprehensive benefits in healthcare, finance, and well-being.

• Flexibility - Hybrid work model with time split between our Lisbon office and remote work.

APPLY NOW

Objects in your future are closer than they appear. Join us.

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EQUAL OPPORTUNITY STATEMENT

AMGEN is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

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