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End User Support Specialist
hace 2 semanas
**About Epiroc and Our Values**:
At Epiroc IT, we drive innovation and collaboration through cutting-edge technology. Our mission is to operate and develop solutions that enable organizational growth and profitability, working globally to ensure our teams have the tools needed for success. We value teamwork, diverse skills and competencies, and believe we are stronger together.
**Mission of the Role**:
As an End User Support Specialist, you will provide on-site and remote IT support to Epiroc end users across the South America and Mexico region. You will collaborate with regional managers to maintain information systems in optimal condition, ensuring proper management of incidents and service requests.
**Responsibilities and Main Functions**:
- Provide second-level (desk side and remote) support to end users in the region.
- Support key business functions and ensure the right support model is engaged.
- Manage incidents and requests in the Service Desk, acting on potential service level breaches.
- Support and manage mobile devices and tablets, including hardware provisioning.
- Coordinate hardware and software acquisition.
- Assist specialist teams with server, network, and telephony infrastructure.
- Advise users on IT needs and best practices.
- Deliver end user trainings and IT workshops.
- Contribute to continuous improvement by implementing standards to increase efficiency.
- Maintain updated documentation on internal IT procedures and IT assets.
- Properly escalate incidents according to impact, severity, and urgency.
- Participate in IT-related training for end users.
- Availability to travel up to 20% of the time within the region.
**Requirements**:
- Technical or university degree, or equivalent experience.
- ITIL certification (mandatory).
- Experience in support and management of PCs, laptops (preferably Dell), mobile devices (Android and Apple), ServiceNow, Windows 10/11, Office 365, Microsoft Office, Windows Server, Altiris (desirable), Lotus Notes, VMWare, and basic networking.
- Ability to work both independently and as part of a team, proactive, and able to handle multiple tasks simultaneously.
- Customer and business-oriented, detail-oriented, and strong analytical skills.
- Professional communication with non-technical users.
- Fluency in Spanish and English (oral and written); other languages are a plus.
- Ability to work efficiently under pressure in fast-paced environments.
- Location: Medellín or Girardota, Colombia. Willingness to travel within South America.
** It all starts with people.** The world needs metals and minerals for the energy transition and our cities and infrastructure must be developed to serve a growing population. To succeed, we need to speed up the shift towards more sustainable mining and construction industries. We at Epiroc accelerate this transformation, together with customers and business partners in more than 150 countries, by developing and providing innovative and safe equipment, digital solutions, and aftermarket support.
