IT Service Desk Technician

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

Do you have experience in Windows?, Do you have a Associate’s degree?, * 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.