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 Participate in and manage assigned IT projects.
Support vendor interactions within the IT domain.
Travel Requirements Travel up to 10% of the time within the region to support IT needs.
Requirements Qualifications and Skills Educational Requirements A tertiary qualification in IT.
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 ITIL Foundation certification is advantageous.
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