Epiroc is now hiring a IT End User Support Specialist based in Perth. This role will report to the Regional End User Support Manager and be responsible for handling two key deliveries:
* Desk Side Support: The local support for the end users. You are performing all tasks that cannot be managed remotely or require in-depth technical knowledge, enable purchase activities, and provide local guidance to the business.
* Business Unit specific support: The IT onsite support of production unit, delivery centres 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.
Role Responsibilities
* Provide full onsite/desk side and remote support to end users for all their IT issues, services and change requests for users in Australia and Southeast Asia.
* Ensure that all incidents and service requests coming into the Service Desk are handled correctly and promptly.
* Take action on incidents that 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, printers, 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 by implementing standards with the overall target to increase efficiency.
* Represent Epiroc IT as onsite person for all IT needs of the customers.
* Other duties and responsibilities as assigned.
* Travel when required.
* Keep IT assets updated.
* Maintain updated documentation about internal IT procedures, referring to Epiroc Way for standards policies/procedures.
* Vendor Management for the IT area.
Experience Required
* Minimum of 2 years of experience in a similar role.
* Customer focused and business oriented.
* Able to work in a team as well as independently and manage many tasks simultaneously.
* Analytical and enjoys solving problems in a complex environment.
* Can communicate with non‐technical end users professionally.
* Attention to detail when dealing with customers and the problems they report.
* Willing to research, learn and find solutions quickly with new technology and processes.
* Can work efficiently and effectively under high pressure in a fast‐paced environment.
* Proficient in 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.
* Smartphone (Android & Apple) basic end user support.
* W10‐11 client.
Knowledge / Educational Requirements
* University degree, Diploma or equivalent competence gained through experience.
* ITIL and Microsoft Certificates added advantage.
Life at Epiroc
By joining our team you can expect an atmosphere of creativity, innovation and workplace diversity. We work in a global environment with over 113 different nationalities!
In addition, we value development, work‐leisure balance, and a culture that encourages global career opportunities. Highlights include:
* Global career opportunities.
* Epiroc University, for your own competence development.
* Flexible work conditions.
* Company‐paid income protection.
* Paid parental leave for primary and non‐primary caregivers.
* Bonus and recognition for long service.
* Years of service recognition awards.
Apply now for this rare opportunity to build your career with Epiroc. It all starts with people – your passion belongs here!
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