IT End User Support Specialist & Production environment application support

Epiroc Group recruits an IT End User Support Specialist & Production environment application support for its French facilities (M/F) 

The IT end user specialist will join a regional IT support team with cross-border responsibilities, primarily focused on Epiroc Group's French entities: Dubuis factory in Blois, ACB+ factories in Belleville en Beaujolais and Lailly en Val, and Epiroc France offices in Cergy. 

Mission 

• Provide efficient support services to our end users, enabling the business to succeed. 

Key deliverables 

Provide second-level desk-side and remote support for internal end users, requiring in-depth technical knowledge, sound judgment, and business understanding.  

• Ensure the support for local information technology (IT) and operational technology (OT) applications and systems. 

• Assist with end user hardware procurement activities. 

• Participate in project activities that enable business development and technology-based changes. 

• Collaborate on continuous improvement of processes and services provided by the Epiroc IT organization. 

Tasks and 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 end points according to the Epiroc Way policies. 

• Provide reactive and proactive support of the certified end points (laptops, desktops, tablets, mobile devices, printers, barcode scanners, and other accessories and peripherals) and coordinate HW procurement in alignment to the internal policies. 

• Keep the asset database records up to date. 

• Provide technical support for local applications and operational technology (OT) components. Define support models, troubleshoot issues, coordinate vendor activities, ensure compliance with internal standards, advise the business, and suggest improvements. 

• 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. 

• Participate in projects as assigned. 

• Represents Epiroc IT for all IT needs of the end users. 

• Vendor support for the IT area. 

• Properly escalate incidents to Regional IT Manager and Regional End User Support 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. 

Experience and knowledge requirements 

• University degree in IT area or equivalent competence gained through experience. 

• Proficiency in English and French, both spoken and written. 

• Understanding ITIL processes and terminology, ITIL Foundation certification is advantageous. 

• Project management experience. 

• Experience with helpdesk systems, preferably ServiceNow. 

• Advanced knowledge and practical experience with PC hardware (preferably Dell), accessories, printers, other peripherals, and mobile devices. 

• Experience in supporting operational technology (HW and SW). 

• Advanced understanding of Windows OS for clients, including installation, configuration, troubleshooting, network integration, and management within an enterprise environment. 

• Experience with client management software for remote support, SW deployment, OS imaging; knowledge of Symantec Altiris solution is an asset. 

• Understanding networking concepts, including IP protocol, Ethernet, LAN, WAN, WLAN, NAT, VPN, switching, routing, and VLANs. 

• Competence in working with Active Directory and Azure. 

• Management of file sharing and printing services. 

• Basic support for Microsoft 365 services and software. 

• Fundamental skills in Windows Server administration, server HW and virtualization. 

Relevant advantageous skills 

• Knowledge of relational database principles, management, SQL. 

• Orientation in Java, VBA, WINDEV, TCL, PHP, HTML. 

Personality requirements  

• Customer focused and business oriented. 

• Able to work independently, take ownership and responsibility for specific areas. 

• Collaborate with local and remote colleagues across diverse organizations.  

• Handle multiple activities simultaneously, prioritize and self-organize tasks to deliver.  

• Be proactive, transparent, and courageous.  

• Actively support continuous improvement process. 

• Act analytically and solve problems in a complex environment. 

• Communicate with technical and non-technical parties in a professional way. 

• Follow the processes but be able to think out of the box. 

• Be 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. 

Place of work 

The position is located at any Epiroc French site (Blois, Lailly en Val, Belleville en Beaujolais, or Cergy) and will involve occasional travel to other French sites (up to 20% of the time) as well as international trips. 

Valid driver's license for light vehicles is required.