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IT Support Engineer Epiroc

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Epiroc is a part of a sustainable society and a global productivity partner for mining and infrastructure with ground-breaking technology. Epiroc develops and provides innovative and safe equipment, such as drill rigs, excavation and construction equipment and tools for surface and underground applications. The company also offers world-class service and other aftermarket support as well as solutions for automation, digitalization and electrification. Epiroc Zambia Limited is recruiting for the following position.

IT Support Engineer

The IT Support Engineer will provide full onsite/desk side and remote support to end users all their IT issues, services and change requests. He/she wilt be responsible for the Project(s) and 1st level support for users in Mali and Burkina Faso. Additionally he/she will also support remote users and other locations.

He/she will report to Epiroc Regional End User Support Manoqer – Sub Sahara Africa.

Main Responsibilities:

  • 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 tho areas of Lotus Notes, ERP-system (BPCS & SAP). PC support, LAN and WAN, video- and web-conferencing. etc
  • Mobile devices and tablets support and management including provisioning of hardware. plans and features
  • Coordinate the acqusition of hardware and software
  • 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
  • Provide end user trainings and IT workshops
  • Contribute to continuous improvement as implementing standards with the overall target to increase efficiency
  • Manage and participate in projects as assigned
  • Represents Epiroc, IT as onsite person for all IT needs of the customers
  • Other duties and responsibilities as assigned

Experience requirements

  • 5 years experience in first (and second) line service desk operations with frequent customer contact and/or experience in a shared service environment
  • Troubleshooting PC’s, laptops (preferably Dell experience)
  • Mobile devices and tablets management/support
  • ServiceN0w 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
  • Networking, LAN/WAN very good knowledge of TCPIP, experience with VPN, Cisco HW experience is an asset
  • Lotus Notes basic end user support
  • VMWare basic maintenance knowledge
  • Windows Server 2008 Administration (User and Printing services management)
  • End user Hardware support knowledge

Educational requirements

  • Bachelor ‘s Degree in Information Technology (IT)
  • ITIL (Foundation) Certification is a plus
  • Fluency in English, spoken and written is a must. Other languages are an asset

Key knowledge, attributes, skills and abilities

  • Customer focused and business oriented
  • Able to work in a team as well as independently to be proactive and to work with many tasks simultaneously
  • 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 dcabng 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

We seek diversity in our workforce therefore female candidates are encouraged to apply Only candidates meeting the above requirements will be shortlisted and contacted. Please send your applications through the post ot email to the address.

The Regional Human Resources Manager

Epiroc Zambia Limited

P.O Box 11291



Closing date is 14th May, 2021

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