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IT Support Specialist
2 months ago
We are seeking a highly skilled IT Support Specialist to join our team at Epiroc Drilling Solutions, LLC. As a key member of our technical support team, you will be responsible for providing top-notch support to our end-users, ensuring that they have a seamless experience with our IT systems.
Key Responsibilities- Technical Support: Provide timely and effective technical support to end-users, resolving issues related to hardware, software, and network connectivity.
- Incident Management: Manage and resolve incidents in a timely manner, ensuring that service level agreements are met.
- Problem Solving: Analyze and resolve complex technical issues, often requiring creative problem-solving skills.
- Collaboration: Work closely with cross-functional teams, including regional IT managers and specialist teams, to ensure seamless support and service delivery.
- Training and Development: Provide end-user training and IT workshops to ensure that users have the necessary skills to effectively use our IT systems.
- Documentation: Maintain accurate and up-to-date documentation of internal IT procedures, adhering to Epiroc's standards and policies.
- Vendor Management: Provide support for IT vendors, ensuring that they meet our service level agreements and technical requirements.
- Financial Management: Collaborate with regional IT managers to manage functional costs, annual budgets, and other financial aspects of the IT department.
- Reporting and Analytics: Facilitate reports and statistics related to IT Key Performance Indicators (KPIs), ensuring that our team is informed and aligned with business objectives.
- Education: Bachelor of Science in Computer Science, Information Technology, or a related discipline (or equivalent combination of education and experience).
- Language Skills: Fluency in English (oral and written) is a must; Spanish and/or French languages are a plus.
- ITIL Certification: ITIL certification is a plus.
- Customer Focus: Strong customer focus and business acumen.
- Technical Skills: Proficiency in IT best practices, ITIL, and technical skills such as PC management software, Altiris, and Windows Server Administration.
- Communication: Excellent communication and problem-solving skills, with the ability to communicate complex technical issues to non-technical stakeholders.
- Teamwork: Ability to work effectively in a team environment, with a strong focus on collaboration and customer satisfaction.
- Competitive Salary: A competitive salary and benefits package.
- Opportunities for Growth: Opportunities for career growth and professional development.
- Collaborative Environment: A collaborative and dynamic work environment.
- Recognition and Rewards: Recognition and rewards for outstanding performance and contributions to the team.
