iTS: Info Technology Supply Ltd. logo
iTS: Info Technology Supply Ltd.

Delivering innovative IT solutions for over 35 years

Technical Support – DACH

Support EngineerSupport EngineerFull TimeRemoteSeniorTeam 51-200Since 1988H1B No SponsorCompany SiteLinkedIn

Location

Germany

Posted

104 days ago

Salary

0

Seniority

Senior

Job Description

Technical Support – DACH

iTS: Info Technology Supply Ltd.

• 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.

Job Requirements

  • 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 to assist with cross platform integration and troubleshooting.
  • 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 Managed Print and Scan Solutions (PaperCut, Umango, and Princity) and many other products in our portfolio.

Benefits

  • 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.

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