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Summary We are seeking an IT Service Desk Technician to assist our customers and internal employees with our unique Design Access Program software.  The software-specific technical advisor will represent XPEL as the subject matter expert assisting our customers (on site in Europe) with set up, installation, operation and troubleshooting of the cutting machine.

Core Duties

Answering calls from customers and internal employees:

·       Assisting with the installation, operation, and troubleshooting of cutting plotters

·       Provide end user training on basic use and functionality of plotter, XPEL DAP software and other common applications.

·       Document and train on troubleshooting steps to resolve common errors with plotter.

·       Works with the DAP team to conduct software testing prior to customer updates.

·       Provide troubleshooting support via direct person-to-person support, chat room communication, and training sessions.

·       All inbound calls will be logged into NetSuite using the then-current procedure.

·       Provide Tier 1 Tech Support to: Hardware (Laptops, Tablets, Printers, Plotters and Cell phones) and Software (MS Office, XPEL DAP Software, TeamViewer, MS Edge and others).

·       Create and Delete new Active Directory Accounts

·       Create, and Delete New O365 Accounts

·       Manage permissions in Active Directory

·       Manage Software Licenses.

·       Manage the IT Procurement for Laptops, Dock Stations, keyboards, mouse, printers and Software.

·       Manage Access Control System: Add and Remove Badges and provide door access.

·       Maintain clear communication with customers and team members to ensure all issues are thoroughly resolved with focus on customer satisfaction.

·       Consistently follow documented processes and procedures.

·       Create thorough resolution documentation based on XPEL procedures.

·       Participate in pre-release testing for new products when appropriate.

·       Provide feedback to other departments to continue to improve our products and services.

·       Perform other duties as assigned.

Job Requirements

Education:

·       Associate degree in Computer Science or business-related field.

Experience:

·       Minimum of 4 years in Helpdesk Support Tier 1 Hardware and Software

·       Minimum of 2 years in O365.

·       Minimum of 3 years in Windows 10 and 11

·       Maintenance support to Plotters is a plus.

Minimum Knowledge and Skills:

·       Strong communication skills

·       Must be Solution Oriented, organized, self-motivated, work well independently and on a team.

·       Must have good written and verbal communication skills.

·       Must have good critical thinking and problem-solving skills.

Languages Required:

·       Dutch and English. Spanish or French is a plus.