Technical Support

Based in Düsseldorf or elsewhere in North-Western Germany
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 and join our friendly Technical Services team in a progressive international software house. The role is to

provide technical support and carry out installations throughout the DACH region. This role is either based working from our office in Düsseldorf or w

orking from your home office in the north-western region of Germany.

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, Princity and DocSlide) and other products in our portfolio. We need someone who is eager to learn and develop their skills and has excellent communication skills and a passion for helping customers.

Job Responsibilities:

• Providing technical support via helpdesk, telephone, email and remote assistance.
• Installing and supporting software across a large international customer base.
• Occasionally travelling to customer sites in the DACH region to perform onsite installations and training. This may involve staying away from home for a few days.
• Working closely with the support team across Europe.
• Troubleshooting and replicating customer issues in-house in a virtual test environment.
• Assisting with presales queries and providing technical backup for sales visits when required.
• Answering presales technical and functional queries.
• Performing online demonstrations and webinars when required.
• Creating and running hands-on technical workshops.
• Helping with technical support for internal staff on both the software and hardware used by the company.
• Supporting internal infrastructure, including the showroom and other services.

Required Skills and Experience:

• Previous experience of working with customers in a support environment is required.
• Excellent communication skills with a high level of spoken and written German and good level of English.
• Experience of Microsoft Windows Server and Client platforms, Active Directory and Microsoft SQL Server.
• Virtual server platform and Azure experience is a bonus, but not essential.
• Exposure to Apple Mac and Linux is also a bonus, but not essential.
• Previous experience of managing printers is desirable.
• Good technical experience and skills in troubleshooting and problem solving.
• Ability to self-learn and resolve complex issues.
• Good organisational skills with good memory and an eye for detail.
• Must be able to cope well under pressure.
• Ability to work independently and as part of a team.
• Excellent timekeeping.

In return we offer:

• A career in a stable, well established global organisation (established 1988) which is considered as a leader in its field.
• Competitive salary depending on experience.
• Company laptop and mobile.
• Petrol/diesel allowance per kilometre for business travel.
• Extensive training and support.
• 25 days annual leave per annum (increasing to 30 days gradually after completing 2 full years at iTS).
• Onboarding and training program arranged in either our UK or Spanish offices.

Company Description

We are an independently run company established in 1988 with its headquarters in Harrow, London in the United Kingdom. We have operations throughout Europe and North America with customers across five continents.

Established for over 30 years, iTS offers PaperCut, Princity, DocSlide and Umango with a comprehensive range of add-on software and hardware modules, many developed in-house, to meet virtually any requirement for print, copy and scan control. iTS’ extensive knowledge allows us to tailor a system that fits our resellers’ customers’ exact requirements. Please visit www.its-group.com for more details on our company and product portfolio.

iTS is both ISO 9001:2015 and ISO/IEC 27001-2013 accredited and recognised in our Quality Management Systems (AMS) and Information Security Management Systems.

Company Values and Culture

iTS is three things:
Customer Focused
We respect that our company’s future is built on supporting our customers to the highest possible standard. we go the extra mile to ensure that customers have what they require and that their needs are being met. we are always conscious that our customers have choice and strive to be first port of call when the need for our products arise.

Flexible & Loyal
The time, energy and money invested in supporting our customers, developing our products and serving the company is undertaken with long term relationships in mind in the hope that the flexibility and loyalty we demonstrate today is rewarded in the future.

An International Team with a Family Spirit
We are an approachable international team with humble roots. We aim to provide a great place to work, where people feel valued and appreciated and inspired to be the best they can be. We reward people for their hard work and strive to retain talent within the company. We always aim to achieve results and celebrate them when we do.

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.

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