IT End User Support Specialist

About the role

The IT End User Support Specialist provides comprehensive onsite, desk‑side and remote assistance to Epiroc’s end users across the region. You will act as the 2nd‑level technical point of contact, ensuring smooth operation of hardware, software and mobile devices while supporting business continuity.

Key responsibilities

• Deliver full onsite/desk‑side and remote support for all IT issues, service requests and change requests.
• Collaborate with the Regional End User Support Manager and Regional IT Manager to maintain optimal IT platform performance.
• Handle incidents and service requests promptly, meeting SLA targets and escalating when necessary.
• Manage mobile devices, tablets and hardware provisioning, and coordinate acquisition of hardware and software.
• Provide hands‑on assistance to specialist teams for server, network and telephony infrastructures.
• Advise users on best IT practices, conduct trainings and workshops, and maintain up‑to‑date documentation.
• Participate in projects, drive continuous improvement, and represent Epiroc IT for customer needs.
• Travel up to 20% of the time to support various sites.

Required profile

• Proven experience delivering onsite, desk‑side and remote end‑user support.
• Strong ability to work with regional managers and cross‑functional teams.
• Excellent incident and service request management with a focus on SLA compliance.
• Capability to train users and produce clear technical documentation.
• Willingness to travel and adapt to multiple locations.

Required skills

• Desktop support (2nd level)
• Mobile device management
• Hardware procurement and provisioning
• Server support
• Network support
• Telephony support

What we offer

• Opportunity to work in a global industrial environment.
• Exposure to diverse IT platforms and business units.
• Professional development and training programs.