End User Support Specialist - Sub Sahara Africa

About Epiroc
Epiroc is a multinational company with a presence in 150 countries, which with innovative technology, develops and provides safe and state-of-the-art equipment, such as drilling machinery and construction tools for use in surface and underground mining. It also offers world-class after-sales services and solutions for automation, digitalization and electrification.

Life at Epiroc
By joining our team, you will be part of a group of knowledgeable and helpful colleagues who live by our core values: collaboration, commitment and innovation.
The work environment in the mining and construction industries presents unique and interesting challenges that you will not find in other industries.
Our culture is characterized by care for work-life balance, professional development, global professional opportunities, and an epic benefits package.

Mission

To provide efficient support services to our end users enabling the business to succeed. In this role, you will be fully involved in the day-to-day activities of the support team, including helping users sitting in different countries and working with another team within our IT function.

Main Duties & Responsibilities:

1. Process all relevant support tickets within the team's delivery scope according to quality and performance measures for on-site and remote end users across the region.
2. Ensure the end users' capability to access certified applications from the supported endpoints according to the Epiroc Way policies.
3. Provide reactive and proactive support of the certified endpoints (laptops, desktops, tablets, mobile devices) and coordinate HW procurement in alignment to the internal policies.
4. Keep the asset database records up to date.
5. Create and maintain documentation related to the team's delivery scope, supported locations, and procedures.
6. Provide hands-on support to our infrastructure teams in server, network, and telephony areas.
7. Advise the end users on their IT needs, best practices, and internal rules and processes.
8. Educate the end users regarding IT support services and deliverables.
9. Contribute to continuous improvement process with the overall target to increase efficiency and value to the business.
10. Manage and participate in projects as assigned.
11. Represents Epiroc IT for all IT needs of the end users.
12. Travel when required up to 10% of the time.
13. Vendor support for the IT area.
14. Properly escalate incidents to Regional End User Support Manager and Regional IT Manager according to the impact, severity, and urgency.
15. Collaborate with the Regional End User Support Manager and the Regional IT Manager on the management of the IT platform to keep the information systems in optimal operating condition.
16. Other duties and responsibilities as assigned.

Competences, Skills & Experience:

1. 2 to 4+ years' experience in first (and second) line service desk operations with frequent customer contact and/or experience in a shared service environment.
2. Working experience with helpdesk system, ServiceNow preferred.
3. Understanding of ITIL process and terminology, ITIL Foundation certification is an advantage.
4. Advanced knowledge and hands-on experience with PC HW, especially laptops (preferably Dell) and accessories.
5. Windows OS for clients advanced understanding (installation, configuration, troubleshooting, network integration and management) including experience within enterprise environment.
6. Experience with PC management software (remote support, SW deployment, OS imaging, etc. where Symantec Altiris solution knowledge is an asset.
7. Understanding of the networking concepts, especially IP protocol, ethernet, LAN, WAN WLAN, NAT, VPN, switching, routing, VLANs, etc. (Cisco HW is an advantage)
8. Understand and work with Active Directory.
9. File sharing and printing services management.
10. Mobile devices (Samsung & Apple) usage and setup support.
11. Microsoft 365 services and SW basic support.
12. Windows Server OS administration basics.
13. Proven project management skills.

Educational Qualifications:

1. A tertiary qualification in I.T.

Closing Date: 05 January 2025

Epiroc is committed to protecting your privacy and ensuring we maintain a diverse and inclusive culture. To prevent any possible unconscious bias, please remove any personal/identifiable information e.g., photo, ID number, address, date of birth from your application.

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.epirocgroup.com.

It all starts with people. The world needs metals and minerals for the energy transition and our cities and infrastructure must be developed to serve a growing population. To succeed, we need to speed up the shift towards more sustainable mining and construction industries. We at Epiroc accelerate this transformation, together with customers and business partners in more than 150 countries, by developing and providing innovative and safe equipment, digital solutions, and aftermarket support.

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 at www.epiroc.com.