The Role
Are you looking for an exciting Technical Support role working within a fast-paced working environment?
If so, this is an excellent opportunity to utilise your technical skills and join our friendly Technical Services team in a progressive international software house. You will be working from our Harrow office providing support and installations to our English-speaking customers in UK/Europe and also looking after our internal IT systems.
This role requires an enthusiastic, detail-oriented individual with a 'can-do' attitude who can provide high quality technical support to our Managed Print and Scan Solutions PaperCut, Umango, Princity, DocSlide and many more), other products in our portfolio and our Office 365 and Azure systems.
Job Responsibilities
1. Providing technical support via the helpdesk, by telephone, email, and remote assistance to a large international customer base working closely with the support team in Europe.
2. Supporting internal staff with Office 365 and general IT software and hardware issues.
3. Laptop preparation for new starters.
4. Server patching and maintenance.
5. Network administration and support for switches and firewall appliances.
6. Carrying out installations remotely.
7. Occasional site visits for support in the UK.
8. Troubleshooting and replicating customer issues in-house in virtual test environment.
9. Arranging hardware returns (RMA).
10. Performing internal and external training sessions and demonstrations when required.
Job Requirements / Key Skills
1. Good communicator with excellent telephone manner.
2. High level of spoken and written English.
3. Previous customer facing experience is essential.
4. Ability to self-learn, resolve complex issues and cope well under pressure.
5. Work independently and part of the team.
6. Good organisation and attention to detail.
7. High level of technical experience and skills in troubleshooting and problem solving.
8. Experience of Microsoft Windows Server and Client platforms, Active Directory and Microsoft SQL Server.
9. Office 365 application experience including Outlook, Word, Excel, Teams, Planner, etc.
10. Hands-on experience of print management software, MFD devices and card readers is desirable.
11. Networking knowledge including DNS, VLANs, switches, routers, etc.
12. Experience with Azure and migrating servers from local infrastructure to cloud is desirable.
13. Exposure to Apple MAC and Linux is also a bonus.
In return we offer
• Competitive salary (depending on experience).
• Extensive support and training.
• Company laptop and mobile phone.
• 20 days annual leave (increasing yearly to maximum of 30 days after completing 2 years).
• Access to company contributory pension scheme after successfully passing probation.
• Access to company life policy scheme while you are in employment with ITS after successfully passing probation.
• Superb promotion and career development prospects.
Company Description & Background
iTS is an independently run firm established in 1988, headquartered in the United Kingdom, Harrow, Middlesex with operations throughout Europe and North America. iTS has a global presence with customers across five continents.
We are a leading software development company specialising in print management and scan control, access management, booking systems, cost recovery, desktop management utilities, greener computing and track and control solutions. iTS has various partnerships that have been carefully selected to guarantee we only supply high caliber software and hardware solutions ensuring that our customers’ expectations are met while our ethic of only providing quality, reliable systems is maintained.
Please visit iTS-group.com and printandcopycontrol.com for more details on our company and product portfolio. iTS is both ISO 9001:2015 and ISO/IEC 27001-2013 accredited and recognized 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.