End User Support Specialist

POSITION OBJECTIVE

In this role you will be responsible for handling two key deliveries:

• Desk Side Support: The 2nd Level support for the end users. You are performing all tasks that require indepth technical knowledge, enable purchase activities, provide local guidance to the business.
• Business Unit specific support: The 2nd Level support of Production Companies, Distribution Centers and Customer Centers and all non-desk side support. You will support the key business functions and ensure the right support model is engaged. Ensure disaster solution to mitigate Epiroc loss of revenue.
• You will report to the Regional End User Support Manager.

PRIMARY RESPONSIBILITIES

• Provide full onsite/desk side and remote support to end users for all their IT issues, services and change requests for the users in the region. Additionally, he/she will also support remote users in other locations.
• Collaborate with the Regional End User Support Manager and the Regional IT Manager in the management of the IT platform to keep the information systems in optimal operating condition.
• Ensure that all incidents and service requests coming into the Service Desk are handled correctly and promptly.
• Act on incidents which are approaching or have reached the point of breaching our service level agreements.
• Ensure the end users capability to access certified applications from the supported end points according to the Epiroc Way policies.
• Mobile devices and tablets support and management including provisioning of hardware.
• Coordinate the acquisition of hardware and software.
• Provide hands on support to our specialist teams with server, network, and telephony infrastructures (friendly hands*).
• Advise customers and users on their IT needs and best practices.
• Provide end user trainings and IT workshops.
• Contribute to continuous improvement as implementing standards with the overall target to increase efficiency.
• Manage and participate in projects as assigned.
• Represents Epiroc IT for all IT needs of the customers.
• Other duties and responsibilities as assigned.
• You can travel when required up to 20% of the time.
• Keep IT assets update.
• Keep updated documentation about internal IT procedures, referring to Epiroc Way for standards policies/procedures.
• Vendor support for the IT area.
• Properly escalate incidents to Regional IT Manager and Regional End User Support Manager according to the impact, severity and urgency.
• Participate in training to End Users in IT related areas.
• Show proper judgement and make decisions related to IT End User support, end user devices, infrastructure, IT Projects and vendors within guidelines set by the IT organization.
• Other tasks as assigned by the Regional EUS Manager

EXPERIENCE REQUIREMENTS

• Customer focused and business oriented.
• You can work in a team as well as independently, to be proactive and to work with many tasks simultaneously.
• You are analytical and enjoy solving problems in a complex environment.
• Able to communicate with non-technical end users in a professional way.
• Attention to detail, particularly when dealing with customers and their reported problems.
• Willing to research, learn and find solutions and can quickly understand new technology and processes.
• Able to work efficiently and effectively under high pressure in a fast pace environment.
• Experience with IT best practice / ITIL; ITIL certification required.
• Proven Project Management and Business Analysis capabilities.
• Troubleshooting PC's, laptops (preferably Dell experience).
• Mobile devices and tablets management/support. Intune MDM.
• Smartphone usage (Android & Apple) for basic end user support.
• ServiceNow helpdesk software.
• Microsoft Outlook/Office 365 support.
• Windows server support.
• Experience with PC management software (remote SW installation, remote PC support, OS imaging, etc..), Altiris is an asset.
• Networking, LAN/WAN - very good knowledge of TCPIP, experience with VPN, Cisco HW experience is an asset.
• VMWare basic maintenance knowledge.
• Windows Server Administration (User and Printing services management).
• End user Hardware support knowledge.

EDUCATIONIAL / KNOWLEDGE REQUIREMENTS

• University degree or equivalent competence gained through experience.
• Fluency in English (oral and written is a must). Other languages are a plus.
• ITIL Certified preferred
• CompTIA A+, Google IT Support, or any other relevant certifications are a plus.

Life at Epiroc:

We are Epiroc, a leading productivity partner for the mining and infrastructure industries. By joining Epiroc, you can expect an atmosphere of creativity and innovation, 'Dare to Think New.' With innovative technology, we develop and produce innovative drill rigs, rock excavation, and construction tools. The company was founded in Stockholm, Sweden, and has passionate people supporting and collaborating with customers in more than 150 countries.

Employment at Epiroc Drilling Solutions LLC is "at-will," which means that either you or the company can terminate the employment relationship at any time, with or without prior notice, and for any reason not prohibited by statute, in accordance with state and federal guidelines. All employment is continued on that basis. No supervisor, manager, or executive of the company, other than the General Manager in signed writing, has any authority to alter the foregoing. The signature of this document serves as an acknowledgment of receipt and does not create a contract of employment.

Epiroc Drilling Solutions LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Employees are held accountable for all duties of the job.

All new thinkers are welcome. We are looking for those who want to develop, grow, and dare to think new. In Epiroc we attract, develop, and retain diverse talent valuing authenticity and unique perspectives, driving our spirit of innovation. We foster an inclusive culture where diversity isn't just a goal but a part of our values and way of working. This is how we do business for a sustainable future.Learn more atwww.epiroc.com