Technical Support Engineer

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

The role involves deploying, configuring, and maintaining software packages for various high-profile IT systems, including the Public Key Infrastructure (PKI). This includes supporting and improving the underlying system and various solution applications to ensure optimal operation across the entire solution.

The successful candidate will be focused on maintaining and improving the stability and performance of the system, with a special focus on troubleshooting issues escalated for 3rd line support for a permanent root cause resolution. This includes improving the security posture to ensure compliance with current and recently introduced security standards. In addition, the successful candidate should be a mentor for fellow support IT personnel.

Main missions:

Support, Maintenance & Operations

• Lead the support and optimisation of Windows Servers (virtual & physical), VEAM, CISCO devices, SCCM, WSUS, PKI systems (PrimeKey & Microsoft CA), and other critical applications.
• Manage incidents end-to-end using the TOPPAN service management tool (ITIL framework) – providing complex Level 3 support, root cause analysis, and preventive solutions.
• Oversee problem management, system performance monitoring, troubleshooting, and security compliance.
• Operate PKI services in line with ICAO and EIDAS regulations, performing Trusted Roles as defined.

Deployments & Change Management

• Lead the software deployment lifecycle from planning to retirement.
• Manage change processes – ensuring all changes are tested, documented, approved, audited, and backed by contingency plans.
• Review and approve CAB changes to safeguard system reliability.
• Introduce process improvements and efficiencies through automation and scripting.

Stakeholder & Knowledge Management

• Act as Service Support Lead within cross-functional core teams.
• Maintain and test disaster recovery and failover procedures.
• Document technical processes, system configurations, and user guides; maintain version control.
• Engage with suppliers and champion IT compliance and best practice processes.
• Coach and mentor junior team members.

What We're Looking For:

• Strong technical expertise in enterprise systems and infrastructure.
• Proven incident and problem management skills (ITIL preferred).
• Experience in software deployment and change control.
• Ability to work with diverse stakeholders and manage third-party suppliers.
• A proactive, solution-focused mindset with high attention to detail.

ABOUT YOU

Qualifications & Experience

• Higher education in IT or related field; or 5+ additional years' relevant experience in place of a degree.
• 3+ years' proven experience in support, maintenance, and operations of Windows enterprise environments.
• Experience in data centre operations, including installing/configuring physical & virtual servers (Hyper-V).
• Network expertise (VLANs, routing, configurations), Cisco & Cloudflare devices, DNS/CDN/WAF management.
• Experience with change management, external IT customers, 3rd-party suppliers, and audits/certifications (ISO27001, EIDAS, ICAO).
• Knowledge of PKI systems (Microsoft CAs preferred).

Focus Areas (2+ years hands-on in at least one):

1. Windows Domain Administration – Server 2022/2015, AD, DNS, DHCP, GPO, Hyper-V, clustering, WSUS patching.
2. Networking & Security – Cisco/Cloudflare configuration & troubleshooting, DNS/CDN/WAF management.
3. Application Lifecycle – Application deployments, updates, enhancements with dev teams.
4. PKI & CA Operations – Certificate generation, PKI administration.
5. Storage, Backups & Databases – Backup solutions (VEAM), SAN (DELL), SQL backups/tuning.

Certifications (preferred):

CCNA, Cloudflare Fundamentals, Microsoft Windows Server/Azure, or other relevant IT certifications.

Skills

• Strong English communication skills; additional European language an advantage.
• Ability to interpret technical documentation, schematics, and standards.
• Proficient in Microsoft Office (Word, Excel, Visio) and ITSM tools (incident/change management).

Expectations

• Strong customer-facing, troubleshooting, and root cause analysis skills.
• Critical thinker with proven problem-solving abilities in complex situations.
• High energy, goal-oriented, adaptable in fast-paced environments.
• Able to plan, prioritise, and communicate effectively across cultures and at all levels.
• Inspires and supports team success, builds strong relationships with customers/suppliers, and challenges ideas constructively.
• Flexible on location and working hours.

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.