Technical Support (DACH)

• Deliver comprehensive technical support via helpdesk, telephone, email and secure remote access tools
• Perform software installation configuration and ongoing support across a diverse global customer environment
• Support global iTS regions when required, maintaining consistent standards and collaborating closely with the wider European support team
• Assist with technical and functional presales queries
• Occasionally travel to customer sites in the DACH region to perform onsite installations and deliver technical training
• Document support cases, installation activities, and technical findings accurately within internal systems, contributing to the knowledge base and continuous product improvement
• Replicate and diagnose customer issues in internal virtual test environments, escalating complex issues to vendors when necessary
• Deliver internal and external training, demonstrations, webinars, workshops, and technical enablement sessions as needed

• Previous experience working with customers in a technical support environment
• Excellent communication skills with fluent spoken and written German, and a good level of English
• Previous experience managing or supporting print management systems such as PaperCut and print environments is required
• Extensive hands-on experience with Microsoft Windows Server, Windows client operating systems, Active Directory, Microsoft Entra ID and foundational Microsoft SQL Server Administration
• Exposure to Apple macOS and Linux operating systems is desirable
• Strong technical skills in troubleshooting and problem-solving
• Ability to self-learn and resolve complex technical issues independently
• Good organisational skills with strong attention to detail and the ability to retain information
• Ability to work well under pressure in a fast-paced support environment
• Capable of working independently as well as collaboratively within a global team
• Excellent timekeeping and reliability
• Most important is attitude and work ethic

Exposure to Apple macOS and Linux operating systems

• Skill Development: Build hands-on expertise in software installation, troubleshooting, systems integration, virtual environments, and a wide range of iTS products
• Cross Functional Exposure: Collaborate closely with colleagues in Technical Services which includes Support and Presales alongside Sales, and Development to gain comprehensive cross functional understanding of workflows within our international organisation
• Competitive Salary: Offered based on skills and experience
• Company Laptop: Provided for business use
• Mileage Allowance: Petrol/diesel mileage allowance paid per kilometre for business travel
• Annual Leave Entitlement: Leave entitlement will be aligned to the location/region, with gradual progression up to a maximum of 30 days, based on completed years of service
• Comprehensive Support & Training: Access continuous training, product certifications, and mentoring to help you excel in your role