Peter Lang is an international publishing group specialising in Humanities and Social Sciences. We publish about 1,000+ books every year in German, English, and French, as well as in multiple other languages, from traditional print products to eBooks and Open Access publications.

Back in 1970, the Swiss entrepreneur and philanthropist Peter Lang founded his academic publishing company in his own name. In over fifty years since then, the company has undergone growth and change and overcome many challenges as an independent, internationally focused business. We are now a dynamic, entrepreneurial group of colleagues working across the globe to deliver excellence in academic publishing.

You will experience an international work environment with lean management. The Peter Lang headquarters in Lausanne, Switzerland, are the central hub for management and administration. The rest of our team is based in continental Europe, Anglo-American regions, and Asia, with offices in Berlin, Brussels, Chennai, Current York, and Oxford, and supporting locations in Istanbul, Madrid, Vienna, and Warsaw.

We are seeking a Technical Support Engineer to provide reliable technical support to our departments and staff. The role covers the full spectrum of support, from first line (L1) day-to-day support through to more complex second- and third line (L2/L3) technical and infrastructure support. You will research, diagnose, troubleshoot and resolve IT issues while supporting the maintenance and improvement of our systems and infrastructure.

You enjoy solving complex technical problems but are equally comfortable handling routine support activities. You take ownership of issues and consistently deliver timely, accurate and user-focused support.

Key Responsibilities:

- Act as the primary point of contact for first line (L1) day-to-day IT support, including Outlook, Microsoft 365,



user access, passwords, hardware/software and connectivity issues.
- Provide second and third level (L2/L3) technical support to employees.
- Assist users with computer hardware and software.
- Install, configure and troubleshoot workstations, software and network issues.
- Resolve PC, application, and connectivity issues.
- User administration and troubleshooting of various business applications and systems/servers.
- Monitor infrastructure monitoring and support configuration management
- Manage and support Windows Server, Azure, VPN, networking and infrastructure environments, including endpoint management and system administration (L2/L3).
- Administer Microsoft Intune and remote monitoring/management (RMM) tools such as NinjaOne or similar solutions.
- Proactively identify and react to cyber threats such as phishing attempts, viruses, etc.
- Liaise with other partners or service providers involved in the delivery of services. This includes coordinating with hardware and service vendors such as Dell, HP, Lenovo and Acer.
- Create and maintain process documentation, technical guides and knowledge base content
- Maintain accurate and timely records in the IT ticketing system, within defined Service Level Agreements.
- Manage IT assets, including hardware lifecycle management and maintaining the hardware inventory.
- Coordinate IT procurement, covering hardware, software and related IT services.
- Manage employee onboarding and offboarding,



including account creation/deactivation, access management, equipment allocation/return and licence management.
- Collaborate with members of your team to resolve issues and escalate them, when necessary, in a clear and timely manner
- Support with data migrations, automations and other IT projects
- Produce technical and operational reports

Essential Qualifications & Skills:

- Previous experience providing first-line (L1) through second- and third line (L2/L3) technical support, systems administration or a similar role
- Strong knowledge of Microsoft 365, Outlook, Exchange, Microsoft 365 Admin Center and SharePoint
- Experience with Windows Server, Active Directory and group policy administration
- Experience with Microsoft Entra ID (formerly Azure AD), Azure File Server and Azure VPN
- Experience with Microsoft Intune and remote monitoring/management (RMM) tools such as NinjaOne or similar solutions.
- Experience with IT asset management, hardware lifecycle management and vendor coordination (e.g., Dell, HP, Lenovo, Acer).
- Strong communication, problem-solving and customer service skills, with the ability to explain technical issues clearly to non-technical users.
- Experience supporting and administering HubSpot
- Experience with Server Patches / Upgrades
- Good understanding of network protocol and configurations
- Basic understanding of database and web technologies

Desirable Skills:

- Knowledge of FTP/FTPS.
- Automation/programming experience, e.g., Power Automate, Python.

Location: remote, CET time zone

Employment rate: 100%

If you are ready to contribute to the excellence of the Peter Lang Group and thrive in a dynamic publishing environment, we invite you to apply. Join us in shaping the future of academic publishing!

Work Location: Remote

📌 Technical Support Engineer (India)
🏢 PETER LANG Group
📍 India