Epiroc Drilling Solutions, LLC

Sr Technical Support Specialist

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Description/Job Summary

Epiroc IT is looking for a team member to join our dynamic and international service organization. The selected applicant will support a wide scope of applications used within Atlas Copco, with customers ranging from field service technicians and sale representatives to office based users. The primary objective of this position is to ensure the continuous delivery of IT Services, availability, and operation of the IT/IS business systems, client computing hardware, applications, networking, and telephony.  The incumbent is to manage and provide leadership for the technical services team.  The incumbent is accountable for providing high quality technical support and for recommending tactical and strategic hardware and software acquisitions, their installation, operation and maintenance. 

Responsibilities/Duties

  •  Follow Epiroc IT/IS standards as outlined in “The Epiroc Way”
  •  Participate in the PC Build Process for North America
  •  Administrate and solve escalated incidents assigned to the IT service desk
  •  Support customers with various IT services including the areas of Lotus Notes, ERP-system, PC, LAN and WAN.
  •  Provide Mobility support
  •  Administration of Cell Phones and PC deployments
  •  Coordinate the acquisition of hardware and software - implement and enforce Inventory Mgmt process.
  • Supervisory role on a daily basis to two technicians and their ticket logs as well as providing reports to manager.
  •  Set direction for selection of hardware, networking and telephony equipment
  •  Ensure quality installation, testing and deployment of equipment
  •  Ensure highest availability of operations: network, hardware (computers, telephony) and all IT/IS operating environments
  •  Support Help Desk Work Orders assigned to Team, monitor efficiency and effectiveness
  •  Develop maintenance routines, including backup processes for applications, data and configurations
  •  Ensure data and operational environment are properly protected and secured
  •  Develop local standards and documentation, as required
  • Utilize internal and external support resources to obtain solutions
  • Create or update documentation to provide future resources for problem solving
  • Fully document cause(s) and action(s) in the Help Desk system
  • Provide internal training, as required, regarding problem solving and corrective actions
  • Help Desk – Review and analyze customer-identified problems to determine root cause and corrective action and preventive action.

Required Skills

Computer Operations Protocols
ITIL
Altiris
Scripting/Packaging skills a plus
Networking Fundamentals and Protocols (Wire and Wireless)
Windows Operating Systems and associated Hardware Environments
Cisco Networking, Voice Over IP Equipment, Microsoft Active Directory, DNS, DHCP, GPOs
Lotus Notes, MS Office, Outlook, O365
CAD Systems – Pro/E, IntraLink
 

Preferred Skills

1.  Ability to work independently and be a self starter.

2.  Willingness to grow within the business.

3.  Excellent communication skills with a strong customer focus.

Required Experience

7-10 years of Technical Support Experience

Preferred Experience

1.      Experience in trouble shooting Hydraulic, low voltage electrics, air systems and RCS systems on ADS Products.

2.      An understanding of computers and associated systems (Lotus Notes, Excel, Word, etc)

Required Education

  • BS in Computer Science (or equivalent experience)

Required Qualifications

  • The ideal candidate will be customer service and business oriented; able to work independently and in a team; a proactive problem-solver who is able to effectively manage multiple projects and tasks simultaneously. Must be very motivated and someone who jumps on the opportunity to take ownership of any problem.
  • The candidate should be detail-oriented, analytical and enjoy solving problems in a complex environment. He or she should have strong interpersonal and communication skills, particularly with non-technical end-users in a professional way.
  • Communication skills (listening, speaking and writing) are critical to the success of this position.
  • This position may require some travel, including international (less than 20%)
  • This position is a foundational position in the IT/IS department.The IT/IS Manager relies on this person being the lead technical “go to” person.
  • It is critical that the incumbent has excessive hands-on experience and approaches this position as a critical leadership role in the Operational aspect of our Information Technology infrastructure.
  • This position requires working beyond a 40-hour week when projects warrant it.
  • This position requires working evenings and weekends, where required, for the installation and testing of new equipment
  • Will make contact with various outside suppliers of software, services and consulting.Will make contact with other Epiroc businesses on data integration.May need to make contact with product providers (suppliers) to Epiroc, as well as our customers.

Details

Some travel is required on an as needed basis both within the domestic US and international locations.

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Atlas Copco is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, and gender identity.