Technical Support Engineer (DACH)

The Job Role

Are you looking for a challenging Technical Support role working in a fast-paced working environment?

If so, this is an excellent opportunity to develop and grow your technical skills while joining our friendly Technical Services team within a progressive international software house.

We are looking for a Technical Support Engineer to provide technical support and execute installations throughout the DACH region in German , with the flexibility to support our other iTS regions in English when required.

Why Join Us?

1. We are the number one PaperCut Authorised Solution Center in Europe with global operations including the DACH region supported by a strong and well-established channel network that delivers solutions through a trusted reseller model.
2. Receive extensive training and continuous support to help you grow and excel is your role.
3. Work alongside experienced global presales and technical support engineers who collaborate closely to achieve outstanding results.
4. Career progression opportunities , with the ability to develop your skills and advance into senior technical, presales, or leadership roles as your experience grows.

5. Be part of a dynamic and international working environment with an inclusive culture and a strong family feel .

Key Responsibilities

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

Required Skills and Experience

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

Most important is attitude and work ethic. This role requires an 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.

In return we offer:

1. Skill Development: Build hands-on expertise in software installation, troubleshooting, systems integration, virtual environments, and a wide range of iTS products.‑on expertise in software installation, troubleshooting, systems integration, virtual environments, and a wide range of iTS products
2. 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. ‑Functional Exposure:
3. Competitive Salary: Offered based on skills and experience.
4. Company Laptop: Provided for business use.
5. Mileage Allowance: Petrol/diesel mileage allowance paid per kilometre for business travel.
6. 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.
7. Comprehensive Support & Training: Access continuous training, product certifications, and mentoring to help you excel in your role.

About ITS

Info Technology Supply Ltd (iTS) is a well-established software company with a diverse portfolio spanning cloud-based solutions, on-premise software, and professional services. After 30+ years of success, we're expanding our digital marketing capabilities to drive volume growth in our transactional products while supporting our consultative sales for enterprise solutions.

iTS is not:

• Arrogant: Arrogance makes people believe they always know best. It stops the constant learning that success requires. We see arrogance as the beginning of the end of any organisation.

Join us and become part of a collaborative team that values initiative, technical curiosity, and a commitment to delivering exceptional customer service. If you are passionate about solving technical challenges, supporting customers, and working in a dynamic environment where your contributions make a real impact, we would love to hear from you.