Technical Support – DACH

This is a fully remote position, open to applicants in Germany.

📋 Description

• Provide extensive technical support through helpdesk, phone, email, and secure remote access tools.

• Execute software installation, configuration, and ongoing support in a varied global customer setting.

• Assist global iTS regions as needed, upholding consistent standards and working closely with the broader European support team.

• Address technical and functional presales inquiries.

• Occasionally visit customer locations in the DACH region to carry out onsite installations and offer technical training.

• Accurately document support cases, installation tasks, and technical observations within internal systems, contributing to the knowledge base and ongoing product enhancement.

• Replicate and troubleshoot customer issues in internal virtual test environments, escalating complicated issues to vendors when necessary.

• Provide internal and external training, demonstrations, webinars, workshops, and technical enablement sessions as required.

⛳️ Requirements

• Prior experience working with customers in a technical support capacity.

• Exceptional communication abilities with fluent spoken and written German and a proficient level of English.

• Experience managing or supporting print management systems such as PaperCut and print environments is essential.

• Extensive hands-on experience with Microsoft Windows Server, Windows client operating systems, Active Directory, Microsoft Entra ID, and foundational Microsoft SQL Server Administration.

• Familiarity with Apple macOS and Linux operating systems is advantageous for assisting with cross-platform integration and troubleshooting.

• Strong technical aptitude in troubleshooting and problem-solving.

• Capability to self-learn and independently resolve complex technical problems.

• Good organizational skills with a keen attention to detail and the ability to retain information.

• Ability to thrive under pressure in a fast-paced support environment.

• Competent in working autonomously as well as collaboratively within a global team.

• Excellent punctuality and dependability.

• Enthusiastic, detail-oriented individual with a 'can-do' approach who can deliver high-quality technical support for Managed Print and Scan Solutions (PaperCut, Umango, and Princity) along with other products in our portfolio.

🏝️ Benefits

• Skill Development: Acquire hands-on proficiency in software installation, troubleshooting, systems integration, virtual environments, and a diverse array of iTS products.

• Cross Functional Exposure: Work closely with colleagues in Technical Services, including Support and Presales, alongside Sales and Development, to gain a thorough understanding of workflows within our international organization.

• Competitive Salary: Offered based on skills and experience.

• Company Laptop: Provided for business use.

• Mileage Allowance: Petrol/diesel mileage allowance compensated per kilometer for business travel.

• Annual Leave Entitlement: Leave entitlement aligned with the location/region, progressively increasing up to a maximum of 30 days, based on years of service.

• Comprehensive Support & Training: Access to ongoing training, product certifications, and mentoring to help you excel in your role.