IT Service Desk Technician

Job Summary :

We are seeking an IT Service Desk Technician to assist our customers and internal employees to provide Level 1 technical support, on hardware (computers, printers, plotters, etc.) and software (windows 10 / 11, DAP [Design Access Program], Office 365, managing the Access Control system and managing licenses for other applications.

Core Duties

• Answering calls from customers and internal employees about the Company' Design Access Program Software, including :
• Assisting with setting up (downloading software, drivers, TeamViewer etc.)
• Assisting with the installation, operation, and troubleshooting of cutting plotters
• Supporting customers with basic and advanced questions about commonly used functions of the DAP software
• Resolving technical problems with the DAP software to include escalated
• Provide end user training on basic use and functionality of plotter and XPEL DAP software
• Document and train on troubleshooting steps to resolve common errors with plotter
• Diagnose and resolve problems with plotter
• Provide technical assistance and support for XPEL DAP software
• Works with the IT team to conduct software testing prior to customer updates
• 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.
• Provide troubleshooting support to Tier 1 teams 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

Basic Qualifications :

Education :

Experience :

Minimum Knowledge and Skills :

Languages Required :

Travel requirements : 10% of the time.

XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.