Technical Support Engineer

• 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
• 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
• Enthusiastic, details orientated individual with a 'can-do' attitude who can provide high quality technical support for our Managed Print and Scan Solutions (PaperCut, Umango, and Princity) and many other products in our portfolio

Exposure to Apple macOS and Linux operating systems is desirable to assist with cross platform integration and troubleshooting

• 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