IT Service Desk Technician

We are looking for an IT Service Desk Technician to help our customers and internal employees with our unique Design Access Program (DAP) software. The IT Service Desk Technician will represent XPEL as an expert assisting our customers (sometimes on site in Europe) with setting up, installing, operating and troubleshooting the cutter. Of course, you will be trained in the role, as DAP software is our own software.

• Assist with the installation, operation, and troubleshooting of cutters
• Provide training for end users on basic use and functionality of plotter, XPEL DAP software, and other common applications
• Documenting the troubleshooting steps with the plotter
• Collaborate with the XPEL DAP team to conduct software testing prior to customer updates
• Provide troubleshooting support through chat room communication and training sessions
• Provide technical support for: hardware (laptops, tablets, printers, plotters, and mobile phones) and software (MS Office, XPEL DAP software, TeamViewer, MS Edge, and other programs)
• Create and delete new Active Directory accounts
• Create and delete new O365 accounts
• Managing permissions in Active Directory
• Managing software licenses
• IT procurement for laptops, docking stations, keyboards, mice, printers and software
• Manage access control system
• Ensuring clear communication with customers and team members to ensure that all issues are resolved thoroughly, with a focus on customer satisfaction
• Follow consistently documented processes and procedures
• Create in-depth solution documentation based on XPEL procedures
• Participate in pre-release testing for new products if necessary

Do you have experience in Windows?, * IT education (MBO-level)

• Minimum of 4 years of experience in Helpdesk Support Tier 1 hardware and software

• At least 2 years of experience with O365.

• At least 3 years of experience with Windows 10 and 11

• Maintenance experience with plotters is a plus.

Minimum knowledge and skills:

• You are solution-oriented, organized and motivated and you can work well independently and in a team

• You have good written and verbal communication skills

• In addition, you also have good critical thinking and problem-solving skills

• You speak Dutch and English (Spanish or French is a plus).