Technical Support Consultant

Print & Copy Channel Business Unit

Location:

This hybrid role offers the flexibility to work from our office in Almere as well as from home.

Contract:

This is a permanent position, subject to applicable local labor laws based on the candidate's place of work.

Reports to:

Cluster Manager (Primary & Commercial) and IT Manager (Technical & Functional)

Scope:

Support for Single cluster (BeNe region)

About ITS

Info Technology Supply Ltd (ITS) is a renowned software company with over 38 years of experience in the print and document management industry across Europe and the Americas. Our Business Unit Print & Copy Channel exclusively distributes software solutions from leading vendors and supports an extensive network of over 2,000 resellers and partners, spread across six regional clusters.

As Europe's largest PaperCut Authorised Solution Centre, we possess a comprehensive portfolio, including PaperCut MF, NG, Hive, and Pocket, as well as Umango, Willow360, and DocSlide. Additionally, we develop various supplementary modules that further enhance and expand our solutions.

With offices and operations in the United Kingdom, Spain, the Netherlands, Belgium, France, the DACH region, and Eastern Europe, we are a truly international organization. At the same time, we maintain the personal commitment, short communication lines, and warm family culture that have characterized us for years.

The Opportunity

Are you looking for a challenging role within a dynamic and fast-growing environment? Then this is your chance to further develop your technical expertise and become part of the Technical Services Team of an international and innovative software company.

As a Technical Support Consultant, you will be responsible for providing technical support and carrying out implementations for clients within the BeNe region. You will work hybrid from our office in Almere, combined with working from home.

For this position, we are looking for an enthusiastic and meticulous professional with a proactive attitude and strong problem-solving skills. You are capable of providing clients with high-quality technical support and guiding them through the implementation and management of our print, scan, and document management solutions.

You will be working with products from our portfolio, including PaperCut, Umango, DocSlide, and various other innovative software solutions.

Key Responsibilities

Customer Support

1. Providing technical support via the helpdesk, telephone, email, and remote sessions, and occasionally onsite at partners and/or end-clients.

2. Installing and configuring software solutions such as PaperCut MF and Hive, Umango, and DocSlide.

3. Analyzing and resolving technical issues.

4. Testing and reproducing customer problems in a virtual environment.

Pre-Sales & Training

1. Providing technical training, workshops, and online technical demonstrations.
2. Supporting colleagues and contributing to internal IT projects.
3. Answering technical questions from clients and partners.
4. Collaborating with support and consultancy colleagues within Europe.
5. Visiting end-clients in the BeNe region to carry out onsite installations and training.
6. Close collaboration with the International iTS Support team.
7. Answering technical and functional internal Presales questions.
8. Creating and conducting practical technical training and workshops for partners.

Internal IT

1. Assisting with technical support to colleagues on both the software and hardware used by the company.

2. Supporting the internal infrastructure and services.

Required Qualifications

Experience & Background

1. Excellent verbal and written proficiency in Dutch and good proficiency in English.
2. Strong communication skills and the ability to easily build rapport with clients.
3. Experience with print management solutions, such as "Papercut" or scan solutions, is a plus.

4. Experience with Microsoft Windows Server and client platforms, Active Directory, Entra ID, and Microsoft SQL Server.

5. Experience with Windows print servers, print queues, and deploying printer drivers is a pré.

6. Solid knowledge of networking (TCP/IP, DNS, DHCP, firewall ports, and SNMP) for resolving communication issues between servers, clients, and printers.

7. Strong analytical and problem-solving skills, with a structured approach to complex technical issues.

8. A proactive attitude and the ability to quickly and independently learn new technologies.

9. Ability to work both independently and effectively within a team.

1. Can work both independently and in a team.

Pré

1. Previous experience in a customer service or technical support role.
2. Knowledge of PaperCut functionalities such as Find-Me Printing, Print Deploy, Mobility Print, and scan workflows (scan-to-email, scan-to-folder, and scan-to-cloud).
3. Experience with configuring embedded software and card readers on multifunction printers from brands such as Canon, Ricoh, Konica Minolta, Kyocera, or HP.
4. Experience with other print and scan management solutions, such as Equitrac, uniFLOW, or YSoft SAFEQ.
5. A PaperCut certification, for example, PaperCut Certified Engineer.
6. Experience with virtualization platforms and Microsoft Azure.
7. Familiarity with macOS and Linux.

What We Offer

We believe that enjoying your work is just as important as good employment conditions.

Therefore, we offer:

1. A challenging role within an international organization.

2. A lot of freedom and responsibility.

3. Hybrid working from home and/or our office in Almere.

4. A company car.

5. Company laptop and phone.

6. An attractive salary commensurate with your experience.

7. 25 vacation days.

8. Extensive training and certification opportunities.

9. A team of colleagues who support each other and share knowledge.

10. Room for growth towards consultancy, project management, or specialized technical roles.

Company Description

ITS Benelux is part of the international ITS Group, an organization that has been active for over 35 years, supporting clients in Europe, North America, and beyond.

But what you'll notice most as a colleague is that despite our international scale, we have remained a down-to-earth and personal organization.

We work hard, help each other, celebrate successes together, and believe that the best ideas arise when people feel comfortable at work.

Here, you are not a number, but an important part of the team.

Feel free to visit its-group.com and printandcopycontrol.com to learn more about our company and product portfolio.

iTS is certified according to ISO 9001:2015 and ISO/IEC 27001:2022 standards.

Company Values

Customer-centric: We strive to ensure that our customers' needs are met and exceeded, building strong, long-lasting relationships.

Flexible & Loyal: We invest time, energy, and resources in nurturing our relationships, aiming for long-term success.

International Team with a Family Spirit: Our company culture values collaboration, appreciation, and personal development, offering a rewarding environment where everyone can thrive.

ITS is not:

Arrogant

Arrogance leads people to believe they always know best. It stops the continuous learning that success requires. We see arrogance as the beginning of the end for any organization.

To Apply

Do you think this is a good fit for you?

Great. Then we don't necessarily need to see a perfect CV.

Are you technically curious, customer-oriented, and eager to develop yourself further within an international organization? Then we would be happy to have a conversation with you.

We kindly request your CV, including a motivation letter describing:

1. Your practical technical experience with PaperCut or other products within the ITS portfolio, including the environments in which you have implemented, supported, or managed them.

2. Examples of technical, presales, and consulting activities you have contributed to or led, such as solution design, product demonstrations, and tender processes.

3. Your language skills and, if applicable, your knowledge of the cluster region and its partner network.

iTS is an equal opportunity employer committed to building a diverse and inclusive team.