Technical Support Engineer, DACH
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Job Description
Technical Support Engineer delivering comprehensive support across the DACH region in German and English. Joining a friendly Technical Services team within an international software company.
Responsibilities:
- 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.
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.
- Most important is attitude and work ethic.
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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