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IT End User Support Specialist

3 months ago

Perth, Western Australia Epiroc Australia Pty Ltd Full time

Epiroc is a leading productivity partner for the mining, infrastructure and natural resources industries. With cutting-edge technology, Epiroc develops and produces innovative drill rigs, rock excavation and construction
equipment, and provides world-class service and consumables. The company was founded in Stockholm, Sweden, and has passionate people supporting and collaborating with customers in more than 150 countries.
Learn more at

IT End User Support Specialist

Epiroc is now hiring a IT End User Support Specialist based in Perth. This role will report to the Regional End User Support Manager and be responsible for handling two key deliveries:

  • Desk Side Support: The local support for the end users. You are performing all task that cannot be managed remotely or require in depth technical knowledge, enable purchase activities, provide local guidance to the business.
  • Business Unit specific support: The IT onsite support of production unit, delivery centres and all non-desk side support. You will support the key business functions of the supply chains and ensure the right support model is engaged. Ensure disaster solution to mitigate Epiroc loss of revenue.

Role responsibilities:

  • Provide full onsite/desk side and remote support to end users for all their IT issues, services and change requests for users in Australia and Southeast Asia.
  • Ensure that all incidents and service requests coming into the Service Desk are handled correctly and promptly
  • Take action on incidents which are approaching or have reached the point of breaching our service level agreements
  • Support end users and deliver IT services in the areas of Lotus Notes, ERP-system (BPCS & SAP), PC support, LAN and WAN, video- and web-conferencing, Printers, etc.
  • Mobile devices and tablets support and management including provisioning of hardware, plans and features
  • Provide hands on support to our specialist team with server, network, and telephony infrastructure
  • Advise customers and users on their IT needs and best practices
  • Contribute to continuous improvement as implementing standards with the overall target to increase efficiency
  • Represents Epiroc, IT as onsite person, for all IT needs of the customers
  • Other duties and responsibilities as assigned
  • You are able to travel when required
  • Keep IT assets update
  • Keep updated documentation about internal IT procedures, referring to Epiroc Way for standards policies/procedures
  • Vendor Management for the IT area

Experience required:

  • Minimum of 2 years of experience in a similar role
  • Customer focused and business oriented
  • You are able to 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 have the ability to quickly understand new technology and processes
  • Able to work efficiently and effectively under high pressure in a fast pace environment
  • Troubleshooting PC's, laptops (preferably Dell experience)
  • Mobile devices and tablets management/support
  • ServiceNow helpdesk software
  • Outlook 2013/Office 365 support
  • Microsoft Office 2013/2016 support
  • Windows server
  • Experience with PC management software (remote SW installation, remote PC support, OS imaging, etc..), Altiris is an asset
  • Lotus Notes basic end user support
  • VMWare basic maintenance knowledge
  • End user Hardware support knowledge
  • Smartphone usage (Android & Apple) for basic end user support
  • W10-11 Client

Knowledge / Educational requirements

  • University degree, Diploma or equivalent competence gained through experience
  • ITIL and Microsoft Certificates added advantage

Life at Epiroc

By joining our team you can expect an atmosphere of creativity, innovation and workplace diversity. We work in a global environment with over 113 different nationalities

In addition to the fact that we have a culture that is characterised by development combined with having a good balance between work and leisure, there are some things that makes us a little extra proud to work at Epiroc:

  • Global career opportunities
  • Epiroc University, for your own competence development
  • Flexible Work Conditions
  • Company-paid Income Protection
  • Paid parental leave for primary and non-primary caregivers
  • Above NES long service leave
  • Years of service recognition awards

At Epiroc, we want to attract the best talent to join our exceptional team. If you believe your skill set and background closely matches what we are looking for, then "Your passion belongs here"

Apply now for this rare opportunity to build your career with Epiroc.

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