IT Service Desk Technician

IT Service Desk Technician

XPEL - 3.8

San Antonio, TX Job Details Full-time 15 hours ago Qualifications English Windows Computer hardware Hardware support

Dutch Full Job Description 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

Job Requirements Education :

Associate degree in Computer Science or business-related field or 4 years of related experience beyond the minimum in lieu of a degree.

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 10/11 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 are a must. (Europe) Spanish or French is a plus. (Europe) English (USA) 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.