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:

• 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.
• Ensure the end users’ capability to access certified applications from the supported endpoints according to the Epiroc Way policies.
• Provide reactive and proactive support of the certified endpoints (laptops, desktops, tablets, mobile devices) and coordinate HW procurement in alignment to the internal policies.
• Keep the asset database records up to date.
• Create and maintain documentation related to the team’s delivery scope, supported locations, and procedures.
• Provide hands-on support to our infrastructure teams in server, network, and telephony areas.
• Advise the end users on their IT needs, best practices, and internal rules and processes.
• Educate the end users regarding IT support services and deliverables.
• Contribute to continuous improvement process with the overall target to increase efficiency and value to the business.
• Manage and participate in projects as assigned.
• Represents Epiroc IT for all IT needs of the end users.
• Travel when required up to 10% of the time.
• Vendor support for the IT area.
• Properly escalate incidents to Regional End User Support Manager and Regional IT Manager according to the impact, severity, and urgency.
• 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.
• Other duties and responsibilities as assigned.

Competences, Skills & Experience:

• 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.
• Working experience with helpdesk system, ServiceNow preferred.
• Understanding of ITIL process and terminology, ITIL Foundation certification is an advantage.
• Advanced knowledge and hands-on experience with PC HW, especially laptops (preferably Dell) and accessories.
• Windows OS for clients advanced understanding (installation, configuration, troubleshooting, network integration and management) including experience within enterprise environment.
• Experience with PC management software (remote support, SW deployment, OS imaging, etc. where Symantec Altiris solution knowledge is an asset.
• Understanding of the networking concepts, especially IP protocol, ethernet, LAN, WAN WLAN, NAT, VPN, switching, routing, VLANs, etc. (Cisco HW is an advantage)
• Understand and work with Active Directory.
• File sharing and printing services management.
• Mobile devices (Samsung & Apple) usage and setup support.
• Microsoft 365 services and SW basic support.
• Windows Server OS administration basics.
• Proven project management skills

Educational Qualifications:

• A tertiary qualification in I.T