24 Sep
XPEL
Pune
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.
Job Description:
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.
- 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.
- Provide Tier 1 Tech Support to: Hardware (Laptops, Tablets, Printers, Plotters and Cell phones) and Software (MS Office, XPEL DAP Software, 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 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 a 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 10/11
- 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 :
- English is a must.
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.
📌 Software Support technician
🏢 XPEL
📍 Pune
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