End User Support Specialist

United in Performance. Inspired by Innovation.

At Epiroc Drilling Solutions LLC, the Technology & Digital Division coordinates and develops technology solutions and provides specialist consulting and engineering services. The division mainly drives the automation, digitalization, and interoperability expansions of Epiroc's other divisions. Epiroc IT ensures secure operational IT services for Epiroc globally. The Division has Regional Application Centers for automation and information management on six continents.

The work environment in the mining and construction industries has unique and interesting challenges one won't find in other professions. It is all-encompassing, anywhere from office attire one day to working in a rough and rugged environment another day in some of the most beautiful and pristine areas of the world. The work environment includes being regularly exposed to work near moving mechanical parts, fumes or airborne particles, and outdoor weather conditions. The employee is regularly required to lift to 25 pounds, is frequently required to lift to 50 pounds, and is occasionally required to lift to and over 100 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Personal Protection Equipment may be required in this role. The position is considered Safety Sensitive.

Responsibilities:

• Provide full onsite/desk side and remote support to end users for all their IT issues, services, and change requestsin the region and will provide support to 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 that 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 endpoints according to the Epiroc Way policies
• Mobile devices and tablet 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 telephone infrastructures
• Advise customers and users on their IT needs and best practices
• Provide end-user training and IT workshops as needed
• Contribute to continuous improvement by implementing standards with the overall target of increasing efficiency
• Manage and participate in projects as assigned
• Keep updated documentation about internal IT procedures, referring to Epiroc Way for standards policies/procedures
• Provide vendor support for the IT area
• Financial Management (Functional cost, annual budget, etc.) support in collaboration with the Regional IT Manager
• Properly escalate incidents to the Regional IT Manager and Regional End User Support Manager according to the impact, severity, and urgency
• Facilitate reports and statistics related to IT Key Performance Indicator (KPI) fulfillment
• Participate in training for End Users in IT-related areas
• Able to travel when required up to 20% of the time; a US passport or the ability to acquire one is required as Canada is in our coverage area
• Warehouse IT equipment (label printers and barcode scanners)
  

Requirements:

• Bachelor of Science in Computer Science, Information Technology, or a related discipline is preferred; an equivalent combination of education and experience may be considered in place of a degree
• Fluency in English (oral and written is a must); Spanish and/or French languages are a plus
• ITIL Certified is a plus
• Customer-focused and business-oriented
• You can work in a team as well as independently, 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-paced 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 tablet management/support
• Smartphone usage (Android & Apple) for basic end-user support
• ServiceNow helpdesk software
• Windows 10 and 11
• Outlook 2013/Office 365 support
• Microsoft Office 2016/365 support
• Windows server
• Experience with PC management software (remote SW installation, remote PC support, OS imaging, etc.), Altiris is an asset
• Networking, LAN/WAN - excellent knowledge of TCPIP, experience with VPN, Cisco HW experience is an asset
• Lotus Notes basic end-user support
• VMWare basic maintenance knowledge
• Windows Server Administration (User and Printing services management)
• End-user hardware support knowledge
  

Benefits:

• Benefits eligibility begins the 1st of the month after the start date
• Health care eligibility - including medical, dental, vision, prescription and telemedicine
• Wellness Program
• Employee discounts
• Short and long-term disability insurance
• Life and AD&D insurance
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA)
• Employee Assistance Program
• 401(k) plan
• Direct deposit
• Tuition reimbursement program
• Paid Vacation
  

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.

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 Tools 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 Tools 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.

United. Inspired.Performance unites us, Innovation inspires us, and commitment drives us to keep moving forward.

In the 150 countries where you can find Epiroc, we encourage our employees to take ownership of their own development and careers with the support from their leaders. We are committed to give you every opportunity to succeed in a culture of innovation, diversity and collaboration, combined with a caring atmosphere. Diversity and sustainability are key to grow fresh and innovative ideas and solutions for our customers. Epiroc is a leading manufacturer for the mining and infrastructure industries.

Learn more atwww.epirocgroup.com