End User Support Specialist Practitioner

End User Support Specialist Practitioner

Join Epiroc Mining India Private Ltd as an End User Support Specialist Practitioner based in Udaipur, India. This pivotal role is situated within our Research and Development department under the Corporate Units business area, where you will play a critical role in maintaining and enhancing our IT support services.

About the Role

As an End User Support Specialist Practitioner, you will be the primary resource providing comprehensive onsite, desk-side, and remote support to end users across the region and beyond. You will manage service desk incidents ensuring compliance with service level agreements (SLAs) and collaborate closely with the Regional End User Support Manager and Regional IT Manager to maintain a robust and efficient IT platform.

Your responsibilities will span from managing mobile devices and tablets, coordinating hardware and software procurement, to delivering friendly-hands support for server, network, and telephony infrastructures. This role also involves advising customers and users on IT best practices, delivering training sessions and workshops, and contributing to continuous process improvements to enhance efficiency.

Additional duties include IT asset management, maintaining up-to-date IT procedure documentation in accordance with the Epiroc Way standards, vendor support coordination, and proper incident escalation based on impact and urgency. The role requires up to 20% travel to support our users and projects when needed.

Key Responsibilities

• Provide full onsite, desk-side, and remote IT support addressing all user issues, change requests, and service incidents promptly.
• Manage service desk procedures ensuring timely resolution and escalation to maintain SLA compliance.
• Support mobile devices and tablet provisioning and management within the IT ecosystem.
• Coordinate acquisition and deployment of hardware and software resources in line with organizational needs.
• Offer hands-on assistance to specialist teams for infrastructure-related tasks including servers, networks, and telephony systems.
• Conduct end-user training and IT workshops to enhance user competence and self-sufficiency.
• Drive continuous improvement initiatives by implementing and refining IT standards and policies.
• Maintain up-to-date documentation of internal IT procedures aligning with the Epiroc Way directives.
• Collaborate with vendors for effective IT support services and resources.
• Participate in projects aimed at enhancing IT service delivery and end-user satisfaction.

Why This Role is Ideal for You

This position offers a unique opportunity to work across the full spectrum of End User Support (EUS) operations, including specialized Mac administration — a skill set that is in high demand across the IT support market. You will engage with diverse and complex technical challenges beyond routine ticket resolution, fostering your technical growth and troubleshooting expertise.

Our department nurtures a culture of trust and autonomy, empowering you to independently manage and resolve issues with minimal supervision. Collaboration, knowledge sharing, and peer support are core to our team ethos, helping you build valuable experience within a global enterprise environment.

As you take ownership of critical workstreams and projects, your professional development will be actively supported, strengthening your long-term career prospects in enterprise end-user support.

Qualifications and Skills:

• University degree or equivalent competence gained through relevant experience in IT support or related fields.
• Fluency in English (both oral and written) is mandatory; additional language skills are considered a plus.
• Strong technical proficiency in troubleshooting end-user issues including expertise in Mac devices, WDS, BigFix, and asset management.
• Ability to work autonomously, handle complex incidents, and consistently meet and exceed SLA requirements.
• Excellent communication skills to interact effectively with internal stakeholders, vendors, and end users.
• Proactive mindset to take ownership of difficult tickets and contribute to team knowledge and capability enhancements.
• Willingness to travel up to 20% to support IT initiatives and end-user needs in various locations.

Expected Behaviors and Competencies

• Consistently deliver high-quality L1/L2 end-user support.
• Manage end-to-end employee onboarding/offboarding related to IT services.
• Maintain specialized technical skills and stay updated with evolving technologies and tools.
• Communicate clearly, prioritize tasks effectively, and ensure reliable service delivery even under pressure.
• Collaborate amicably with teams, promoting fairness and a supportive work environment.
• Document processes meticulously and share knowledge proactively within the team.

About Epiroc

At Epiroc, we are dedicated to sustainable productivity and innovation in the mining and infrastructure industries. As part of a global, knowledge-driven company, we value diversity, equality, and inclusion, and are committed to providing a stimulating workplace that encourages personal and professional growth.

Joining our team means becoming part of a dynamic and supportive environment where your expertise will contribute to tangible business impacts and where continuous learning is both expected and valued.

Application Process

If you are passionate about IT support and looking to expand your skills in a challenging and rewarding environment, we encourage you to apply. Epiroc is an equal opportunity employer and values diversity at all levels of the organization.