Job Description
XPEL, Inc. (NASDAQ: XPEL), a leading supplier of automotive paint protection films, window films, ceramic coatings, and commercial/residential flat glass film, is currently seeking a Software Support Technician for its Pune, India office.
Summary
IT Service Desk Technician to assist our customers and internal employees to provide Level 1 technical support, on hardware (computers, tablets, 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, create IT knowledge articles for end-users and re-imaging computers.
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.
Benefits:
Competitive salary and comprehensive benefits package.
Opportunity to lead and contribute to innovative projects in the automotive technology sector.
Access to cutting-edge technologies and professional development opportunities.
• Collaborative and inclusive company culture that values creativity and innovation.
Languages Required:
• English
Travel requirements: 10% of the time.
XPEL, Inc. is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / ****** Orientation / Gender Identity
