The Role

• Provide full onsite/desk side and remote support to end users for all their IT issues, services and change requests in the region and will provide support to remote users in other locations
• Collaborate with the Regional End User Support Manager and the Regional IT Manager in the management of the IT platform to keep the information systems in optimal operating condition
• Ensure that all incidents and service requests coming into the Service Desk are handled correctly and promptly
• Act on incidents which are approaching or have reached the point of breaching our service level agreements
• Ensure the end users’ capability to access certified applications from the supported end points according to the Epiroc Way policies
• Mobile devices and tablets support and management including provisioning of hardware
• Coordinate the acquisition of hardware and software
• Provide hands on support to our specialist teams with server, network, and telephony infrastructures
• Advise customers and users on their IT needs and best practices
• Provide end user trainings and IT workshops as needed
• Contribute to continuous improvement as implementing standards with the overall target to increase efficiency
• Manage and participate in projects as assigned
• Keep updated documentation about internal IT procedures, referring to Epiroc Way for standards policies/procedures
• Provide vendor support for the IT area
• Financial Management (Functional cost, annual budget, etc.) support in collaboration with the Regional IT Manager
• Properly escalate incidents to Regional IT Manager and Regional End User Support Manager according to the impact, severity and urgency
• Facilitate reports and statistics related to IT Key Performance Indicator (KPI) fulfillment
• Participate in training to End Users in IT related areas
• Able to travel when required up to 20% of the time; US passport or the ability to acquire one is required as Mexico and Canada are in our coverage area

Competence, skills, and experience

• University degree or equivalent competence gained through experience
• Fluency in English (oral and written is a must); Spanish and/or French languages are a plus
• ITIL Certified is a plus
• Customer focused and business oriented
• You can work in a team as well as independently, to be proactive and to work with many tasks simultaneously
• You are analytical and enjoy solving problems in a complex environment
• Able to communicate with non-technical end users in a professional way
• Attention to detail, particularly when dealing with customers and their reported problems
• Willing to research, learn and find solutions and can quickly understand new technology and processes
• Able to work efficiently and effectively under high pressure in a fast paced environment
• Experience with IT best practice / ITIL; ITIL certification required
• Proven Project Management and Business Analysis capabilities
• Troubleshooting PC’s, laptops (preferably Dell experience)
• Mobile devices and tablets management/support
• Smartphone usage (Android & Apple) for basic end user support
• ServiceNow helpdesk software
• Windows 10 and 11
• Outlook 2013/Office 365 support
• Microsoft Office 2016/365 support
• Windows server
• Experience with PC management software (remote SW installation, remote PC support, OS imaging, etc.), Altiris is an asset
• Networking, LAN/WAN - very good knowledge of TCPIP, experience with VPN, Cisco HW experience is an asset
• Lotus Notes basic end user support
• VMWare basic maintenance knowledge
• Windows Server Administration (User and Printing services management)
• End User hardware support knowledge

Benefits

• Benefits eligibility begins the 1st of the month after start date
• Health care eligibility - including medical, dental, vision, prescription and telemedicine
• Wellness program
• Employee discounts
• Short and long-term disability insurance
• Life and AD&D insurance
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA)
• Employee Assistance Program
• 401(k) plan
• Direct deposit
• Tuition reimbursement program
• Paid Vacation – accrual based on Epiroc years of service

Why should applicants choose to apply for this role?

Epiroc is a very successful global company. The successful candidate would be working in the North America region supporting not only our local Allen and Garland, TX offices, but also assisting with regional support (Mexico, USA, Canada). The successful candidate will also be able to review and apply for internal opportunities for future growth.

Employment at Epiroc Drilling Solutions LLC is “at-will,” which means that either you or the company can terminate the employment relationship at any time, with or without prior notice, and for any reason not prohibited by statute, in accordance with state and federal guidelines. All employment is continued on that basis. No supervisor, manager or executive of the company, other than the General Manager in a signed writing, has any authority to alter the foregoing. Signature of this document serves as acknowledgment of receipt and does not create a contract of employment.

Epiroc Drilling Solutions LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Employees are held accountable for all duties of the job.

United. Inspired. Performance unites us, Innovation inspires us, and commitment drives us to keep moving forward.

In the 150 countries where you can find Epiroc, we encourage our employees to take ownership of their own development and careers with the support from their leaders. We are committed to give you every opportunity to succeed in a culture of innovation, diversity and collaboration, combined with a caring atmosphere. Diversity and sustainability are key to grow fresh and innovative ideas and solutions for our customers. Epiroc is a leading manufacturer for the mining and infrastructure industries.

Learn more at www.epirocgroup.com