Systems Engineer and End User Support Specialist

United in Performance. Inspired by Innovation.

We seek an experienced Systems, IT, and Network Administrator to join our dynamic team. This role blends a comprehensive background in systems and network administration with hands-on end-user support. The ideal candidate will have at least 10 years of diverse IT experience across systems, networking, and end-user support. You will be responsible for ensuring our IT infrastructure's smooth and secure operation, handling both on-site and remote support needs, and working closely with stakeholders to optimize IT processes and provide top-tier service to end users. Strong communication skills and the ability to troubleshoot across various technologies are essential.

Key Responsibilities:

Systems and Network Administration

Systems Administration:

• Manage and maintain on-premise Windows Server/Desktop environments, including Bare Metal Deployments, VMware, and Hyper-V
• Deploy and manage Azure services, including Virtual Machines and connectivity to on-premise systems
• Administer Linux Desktop environments and containerize applications using Docker
• Troubleshoot and maintain hardware and software infrastructure for systems and servers
• Manage data center infrastructure, including server racks, firmware updates, UPS systems, backup systems, generators, and environmental monitoring
• Provide expertise in hardware and software purchases and upgrades, ensuring all systems meet evolving business needs

Network Administration:

• Optimize and manage data center networking protocols, including DHCP, DNS, NTP, SSL, SSH, VLANs, QoS, IGMP, ICMP, TCP/UDP, and more
• Implement and manage secure communication protocols (IPsec, L2TP, SSL, WireGuard)
• Perform Layer 2/Layer 3 routing and firewall management
• Troubleshoot network issues using Wireshark, produce network analysis documentation and collaborate with technical writers to ensure clarity for both technical and non-technical stakeholders

Design and Consulting:

• Collaborate with software development teams to recommend appropriate hardware and software solutions
• Provide strategic advice to internal teams and customers on IT infrastructure, system design, and cloud integration
• Lead design and maintenance of IT environments to ensure business continuity and minimize downtime
• End-user support and IT Operations

Desk Side Support:

• Provide second-level support for end users, assisting with technical issues related to PCs, laptops, and mobile devices
• Perform hardware diagnostics, imaging, OS updates, and driver maintenance for Windows 10/11 environments
• Coordinate and assist in hardware acquisitions and ensure proper setup of user workstations

Production and Business Unit Support:

• Support key business functions and ensure proper IT service delivery in Production Companies, Distribution Centers, and Customer Centers
• Advise end users on IT best practices and recommend solutions to improve productivity
• Manage and coordinate remote user support as needed

Mobile and Tablet Support:

• Provide full support for mobile devices and tablets, including provisioning, management, and troubleshooting for both Android and iOS devices

Disaster Recovery & Business Continuity:

• Support disaster recovery planning and ensure systems are resilient to minimize the risk of revenue loss or operational disruptions

User Training & Documentation:

• Lead end-user training sessions and workshops on IT-related topics, including system best practices and IT policies
• Keep documentation up to date, ensuring compliance with Epiroc Way standards and policies

Service Desk Management:

• Ensure all incidents and service requests are managed according to service level agreements (SLAs)
• Coordinate with regional IT teams for escalation of high-priority issues and incidents
• Create and maintain reports on IT KPIs and support metrics, identifying areas for improvement

Project Management and Vendor Support

• Manage and participate in IT projects as assigned, ensuring timely delivery and adherence to company standards
• Handle vendor relationships and support, ensuring external services are aligned with company requirements and budget

Additional Responsibilities:

• Provide "Friendly Hand" support to other IT teams as needed, assisting with physical infrastructure tasks (e.g., hardware installations)
• Assist in financial management of IT-related projects, working with the Regional IT Manager to track costs and stay within budget
• Travel, as required (up to 20%) to support IT, needs across various locations, including Mexico and Canada

Qualifications:

• Minimum of 10 years of diverse IT experience, with expertise in both systems administration and network management
• In-depth experience with Windows Server, VMware, Hyper-V, Azure, Linux, and cloud-based services
• Strong background in networking protocols (DHCP, DNS, SSL, VLANs, IPsec) and troubleshooting using Wireshark
• Hands-on experience with PC management, mobile devices, and service desk support
• Familiarity with ITIL best practices and end-user support strategies

Skills & Abilities:

• Scripting knowledge in PowerShell and/or Java is a plus
• Strong problem-solving skills and the ability to troubleshoot across a wide range of technologies
• Excellent communication skills, capable of interacting with both technical teams and non-technical users
• Ability to work under pressure in a fast-paced environment and manage multiple tasks simultaneously

Preferred Qualifications:

• ITIL Certification and/or CompTIA A+ certification preferred
• Experience with VMware and Citrix is an asset
• Knowledge of Altiris for remote software installation and management

Education Requirements:

• University degree or equivalent experience in IT or a related field
• Fluency in English (oral and written) is required; additional languages (e.g., French) are a plus

Benefits:

• Benefits eligibility begins the 1st of the month after the start date
• Health care eligibility - including medical, dental, vision, prescription and telemedicine
• Wellness Program
• Employee discounts
• Short and long-term disability insurance
• Life and AD&D insurance
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA)
• Employee Assistance Program
• 401(k) plan
• Direct deposit
• Tuition reimbursement program
• Paid Vacation
• Paid Sick Time

Why Join Us?

• Opportunity to work with cutting-edge technologies in a dynamic, fast-paced environment
• Competitive salary and benefits package
• Room for growth and professional development, including opportunities for certification and training
• A collaborative and inclusive work culture focused on innovation

If you're looking for a challenging and rewarding role where you can leverage your expertise in both systems administration and end-user support, apply today!

Epiroc USA LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Employment at Epiroc USA LLC is "at-will," which means that either you or the company can terminate the employment relationship at any time, with or without prior notice, and for any reason not prohibited by statute, in accordance with state and federal guidelines. All employment is continued on that basis. No supervisor, manager, or executive of the company, other than the General Manager in signed writing, has any authority to alter the foregoing. The signature of this document serves as an acknowledgment of receipt and does not create a contract of employment.

Note:This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Employees are held accountable for all duties of the job.