Expert End User Support Specialist | Epiroc IT Team

End User Support Specialist position at Epiroc South Africa (Pty) Ltd:

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Position: End User Support Specialist – Sub Sahara Africa

  • Functional Area: Epiroc IT
  • Country/Region: South Africa
  • City: Johannesburg
  • Company Name: Epiroc South Africa (Pty) Ltd
  • Date of Posting: August 10, 2023

End User Support Main Responsibilities:

  • Handle incidents and service requests coming into the Service Desk promptly and accurately.
  • Take action on incidents approaching or breaching service level agreements.
  • Support end users and provide IT services in areas including Lotus Notes, ERP systems (BPCS & SAP), PC support, LAN and WAN, video and web conferencing, etc.
  • Support and manage mobile devices and tablets, including hardware provisioning, plans, and features.
  • Coordinate hardware and software acquisition.
  • Provide hands-on support to specialist teams for server, network, and telephony infrastructure.
  • Advise customers and users on IT needs and best practices.
  • Provide end user training and IT workshops.
  • Contribute to continuous improvement and standard implementation for increased efficiency.
  • Manage and participate in assigned projects.
  • Represent Epiroc IT as an onsite contact for all IT needs of customers.
  • Perform other assigned duties and responsibilities.

Experience and Educational Requirements:

  • 5+ years of experience in first (and second) line service desk operations with frequent customer contact or experience in a shared service environment.
  • Troubleshooting experience with PCs and laptops (preferably Dell).
  • Mobile devices and tablets management/support.
  • Experience with ServiceNow helpdesk software.
  • Support for Outlook 2013/Office 365.
  • Support for Microsoft Office 2013/2016.
  • Experience with PC management software (remote software installation, remote PC support, OS imaging, etc.), Altiris experience is an asset.
  • Knowledge of end user hardware support.

End User Support Key Competencies:

  • Customer-focused and business-oriented.
  • Ability to work both in a team and independently, being proactive and handling multiple tasks simultaneously.
  • Analytical with a knack for solving problems in a complex environment.
  • Ability to communicate with non-technical end users professionally.
  • Attention to detail, especially when dealing with customer-reported problems.
  • Willingness to research, learn, and find solutions while quickly understanding new technology and processes.
  • Efficient and effective under high pressure in a fast-paced environment.

Company Information:

Epiroc encourages employees to take ownership of their development and careers with support from leaders. They are committed to providing opportunities for success in a culture of innovation, diversity, and collaboration. Epiroc focuses on diversity and sustainability to drive fresh and innovative ideas for customers. They are a leading manufacturer for the mining and infrastructure industries.

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