Technical Support Engineer

Job description

ABOUT US At TOPPAN Security, our mission is to shape a meaningful, technology-driven future by being a global leader in mission-critical identity and payment technologies. We serves as the international development arm of the TOPPAN Group in the security domain founded in 1900. TOPPAN is a trusted Japanese brand renowned for its commitment to exceptional quality. Building on this legacy, we combine bold ideas, deep sector expertise, and collaborative intelligence to deliver secure, future-ready solutions. Our culture is grounded in four core values: Agility , Ownership , Resilience , and a Sense of Fun . We move fast, lead with accountability, grow through challenges, and bring positive energy into everything we do. Join us and be part of a global, collaborative team where trust and innovation drive everything we do. ABOUT THE ROLE As a Technical Support Engineer , you will play a key role in deploying, configuring, maintaining, and continuously improving mission-critical IT systems, including Public Key Infrastructure (PKI) solutions. You will ensure the stability, performance, and security of enterprise environments while providing expert Level 3 support and driving permanent root cause resolution. In addition, you will contribute to strengthening security compliance and mentor fellow support engineers to promote technical excellence across the team. WHAT YOU WILL DO Support, Maintenance & Operations Lead the support and optimisation of Windows Servers (physical & virtual), VEEAM, Cisco devices, SCCM, WSUS, PKI systems (PrimeKey & Microsoft CA), and other critical applications. Provide complex Level 3 support, performing root cause analysis and implementing long-term solutions using TOPPAN's ITIL service management framework. Monitor system performance, troubleshoot infrastructure issues, and ensure security compliance. Operate PKI services in accordance with ICAO and eIDAS regulations while performing Trusted Roles responsibilities. Deployments & Change Management Lead software deployments throughout the entire lifecycle, from planning through retirement. Manage change requests, ensuring all changes are tested, documented, approved, audited, and supported by rollback plans. Review and approve CAB changes to maintain system reliability. Improve operational efficiency through automation and scripting. Collaboration & Knowledge Sharing Act as the Service Support Lead within cross-functional teams. Maintain and regularly test disaster recovery and failover procedures. Produce and maintain technical documentation, system configurations, and user guides. Collaborate with suppliers while promoting IT compliance and best practices. Coach and mentor junior engineers. ABOUT YOU You are a proactive and solution-oriented technical professional who enjoys solving complex infrastructure challenges and delivering reliable enterprise systems. You thrive in fast-paced environments, communicate effectively with technical and non-technical stakeholders, and are passionate about continuous improvement, knowledge sharing, and customer satisfaction. WHAT WE ARE LOOKING FOR Strong technical expertise in enterprise infrastructure and IT operations. Experience managing incidents, problem management, and change control (ITIL experience preferred). Experience with software deployments and enterprise change management. Ability to collaborate with internal stakeholders and third-party suppliers. Strong troubleshooting, analytical, and root cause analysis skills. Customer-focused mindset with excellent communication skills. High attention to detail and strong organizational abilities. Adaptable, collaborative, and able to perform effectively in dynamic environments. WHAT YOU WILL BRING Higher education in IT or a related discipline, or equivalent professional experience. At least 3 years of experience supporting and maintaining Windows enterprise environments. Experience with data centre operations, including physical and virtual server administration (Hyper-V). Knowledge of networking technologies including VLANs, routing, Cisco devices, Cloudflare, DNS, CDN, and WAF. Experience working with change management processes, external customers, third-party suppliers, and compliance standards such as ISO 27001, eIDAS, and ICAO. Knowledge of PKI systems, ideally Microsoft Certificate Authorities. Hands-on experience in at least one of the following areas: Windows Domain Administration Networking & Security Application Lifecycle Management PKI & Certificate Authority Operations Storage, Backup & Database Administration WORK REQUIREMENTS Relevant certifications such as CCNA, Microsoft Windows Server/Azure, Cloudflare Fundamentals, or equivalent are an advantage. Strong English communication skills; additional European languages are a plus. Proficiency with Microsoft Office and IT Service Management (ITSM) tools. Ability to interpret technical documentation, schematics, and industry standards. Flexible regarding working hours and location when business needs require it. TOPPAN is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, gender, sexual orientation, age, color, religion, national origin, veteran status, or disability.