IT End User Support Specialist

Job Description

IT End User Support Specialist (JUNIOR)

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

• Desk Side Support: The local support for the end users. You are performing all task that cannot be managed remotely or require indepth technical knowledge, enable purchase activities, provide local guidance to the business.
• Business Unit specific support: The IT onsite support of production unit, delivery centers and all non-desk side support. You will support the key business functions of the supply chains and ensure the right support model is engaged. Ensure disaster solution to mitigate Epiroc loss of revenue.

You will report to the Regional IT Support Manager.

Mission

• Provide full onsite/desk side and remote support to end users for all their IT issues, services and change requests for users..
• Ensure that all incidents and service requests coming into the Service Desk are handled correctly and promptly
• Take action on incidents which are approaching or have reached the point of breaching our service level agreements
• Support end users and deliver IT services in the areas of Lotus Notes, ERP-system (BPCS & SAP), PC support, LAN and WAN, video- and web-conferencing, etc.
• Mobile devices and tablets support and management including provisioning of hardware, plans and features
• Provide hands on support to our specialist team with server, network, and telephony infrastructure
• Advise customers and users on their IT needs and best practices
• Contribute to continuous improvement as implementing standards with the overall target to increase efficiency
• Represents Epiroc, IT as onsite person, for all IT needs of the customers
• Other duties and responsibilities as assigned
• You are able to travel when required
• Keep IT assets update
• Keep updated documentation about internal IT procedures, referring to Epiroc Way for standards policies/procedures
• Vendor Management for the IT area

Experience requirements

• Experience 3-6 years
• Customer focused and business oriented
• You are able to 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 have the ability to quickly understand new technology and processes
• Able to work efficiently and effectively under high pressure in a fast pace environment
• Troubleshooting PC’s, laptops (preferably Dell experience)
• Mobile devices and tablets management/support
• ServiceNow helpdesk software
• Outlook 2013/Office 365 support
• Microsoft Office 2013/2016 support
• Windows server
• Experience with PC management software (remote SW installation, remote PC support, OS imaging, etc..), Altiris is an asset
• Lotus Notes basic end user support
• VMWare basic maintenance knowledge
• End user Hardware support knowledge

Knowledge / Educational requirements

• University degree or equivalent competence gained through experience
• Smartphone usage (Android & Apple) for basic end user support
• W10 Client
• Microsoft Office 2013/2016
• Outlook 2013/Office 365
• End user Hardware support knowledge.
• Basic networking knowledge and troubleshooting.
• Fluency in English (oral and written is a must).
• ITIL Certified added advantage

Epiroc is a global productivity partner for mining and construction customers, and accelerates the transformation toward a sustainable society. With ground-breaking technology, Epiroc develops and provides innovative and safe equipment, such as drill rigs, rock excavation and construction equipment and tools for surface and underground applications. The company also offers world-class service and other aftermarket support as well as solutions for automation, digitalization and electrification. Epiroc is based in Stockholm, Sweden, had revenues of more than SEK 60 billion in 2023, and has around 18 200 passionate employees supporting and collaborating with customers in around 150 countries. Learn more at www.epiroc.com.