Job Title: End User Support Specialist - Sub Sahara Africa
Functional Area: Epiroc IT
Work Model: Onsite
Location: Boksburg, Gauteng, South Africa
Company: Epiroc South Africa (Pty) Ltd
Posting Date: December 12, 2024
Application Closing Date: January 5, 2025
About Epiroc
Epiroc is a global leader in innovative technology, providing equipment and solutions for surface and underground mining. Operating in over 150 countries, the company is known for its advancements in automation, digitalization, and electrification, alongside world-class after-sales services.
Mission
As an End User Support Specialist, your role is to ensure efficient IT support services across the Sub-Saharan Africa region. You will help maintain operational excellence, provide hands-on and remote support, and contribute to continuous improvements in IT service delivery.
Key Responsibilities
Support and Troubleshooting
Manage and resolve support tickets for onsite and remote users within quality and performance metrics.
Support certified applications and endpoints, including laptops, desktops, tablets, and mobile devices, in alignment with company policies.
Provide hands-on support for infrastructure areas, such as servers, networks, and telephony.
Ensure hardware procurement aligns with internal policies and standards.
Documentation and Asset Management
Keep the asset database up to date.
Create and maintain IT-related documentation, including processes, procedures, and location-specific guidelines.
User Education and Advisory
Train and educate end users on IT services, deliverables, and best practices.
Provide recommendations to end users on IT needs and compliance with internal rules.
Continuous Improvement and Collaboration
Contribute to process improvements to enhance efficiency and business value.
Escalate incidents appropriately based on impact and severity.
Collaborate with Regional End User Support and IT Managers to ensure optimal system performance.
Project Participation and Vendor Support
Travel Requirements
Qualifications and Skills
Educational Requirements
Experience
2–4+ years of experience in a first and second-line service desk or shared service environment.
Proficiency with helpdesk systems, preferably ServiceNow.
Hands-on experience with PC hardware, particularly Dell laptops and accessories.
Advanced understanding of Windows OS in enterprise environments.
Technical Skills
Knowledge of PC management software (e.g., remote support, software deployment, OS imaging).
Networking concepts, including IP protocol, LAN, WAN, WLAN, VLANs, NAT, and VPN (Cisco hardware is an advantage).
Active Directory and file-sharing services expertise.
Support for mobile devices (Samsung and Apple).
Basic knowledge of Microsoft 365 services and Windows Server OS administration.
Certifications
Soft Skills
Strong customer service skills with frequent user interaction.
Project management abilities.
Effective communication and collaboration skills.
Why Join Epiroc?
Work with a global leader in mining and construction innovation.
Experience a supportive culture that values work-life balance and professional development.
Be part of a diverse, inclusive, and innovative team tackling unique challenges in IT and mining industries.
Enjoy global career opportunities and a competitive benefits package.
Application Process
Candidates are encouraged to remove personal/identifiable information (e.g., photo, ID number, address, date of birth) from their applications to ensure unbiased evaluation.
Click HERE and Apply
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