Job title : End User Support Specialist - Sub Sahara Africa Job Location : Gauteng, Boksburg Deadline : January 12, 2025 Quick Recommended Links Jobs by Location Job by industries Mission To provide efficient support services to our end users enabling the business to succeed.
In this role, you will be fully involved in the day-to-day activities of the support team, including helping users sitting in different countries and working with another team within our IT function.
Main Duties & Responsibilities: Process all relevant support tickets within the team's delivery scope according to quality and performance measures for on-site and remote end users across the region.
Ensure the end users' capability to access certified applications from the supported endpoints according to the Epiroc Way policies.
Provide reactive and proactive support of the certified endpoints (laptops, desktops, tablets, mobile devices) and coordinate HW procurement in alignment to the internal policies.
Keep the asset database records up to date.
Create and maintain documentation related to the team's delivery scope, supported locations, and procedures.
Provide hands-on support to our infrastructure teams in server, network, and telephony areas.
Advise the end users on their IT needs, best practices, and internal rules and processes.
Educate the end users regarding IT support services and deliverables.
Contribute to continuous improvement process with the overall target to increase efficiency and value to the business.
Manage and participate in projects as assigned.
Represents Epiroc IT for all IT needs of the end users.
Travel when required up to 10% of the time.
Vendor support for the IT area.
Properly escalate incidents to Regional End User Support Manager and Regional IT Manager according to the impact, severity, and urgency.
Collaborate with the Regional End User Support Manager and the Regional IT Manager on the management of the IT platform to keep the information systems in optimal operating condition.
Other duties and responsibilities as assigned.
Competences, Skills & Experience: 2 to 4+ years' experience in first (and second) line service desk operations with frequent customer contact and/or experience in a shared service environment.
Working experience with helpdesk system, ServiceNow preferred.
Understanding of ITIL process and terminology, ITIL Foundation certification is an advantage.
Advanced knowledge and hands-on experience with PC HW, especially laptops (preferably Dell) and accessories.
Windows OS for clients advanced understanding (installation, configuration, troubleshooting, network integration and management) including experience within enterprise environment.
Experience with PC management software (remote support, SW deployment, OS imaging, etc.
where Symantec Altiris solution knowledge is an asset.
Understanding of the networking concepts, especially IP protocol, ethernet, LAN, WAN WLAN, NAT, VPN, switching, routing, VLANs, etc.
(Cisco HW is an advantage) Understand and work with Active Directory.
File sharing and printing services management.
Mobile devices (Samsung & Apple) usage and setup support.
Microsoft 365 services and SW basic support.
Windows Server OS administration basics.
Proven project management skills Educational Qualifications: A tertiary qualification in I.T ICT jobs