End User Support Specialist (Mexico City, MX)

Epiroc
Mexico City
Full timeFunction: Customer Support (Service Desk)Experience: 2-5 yearsSkills: ["Customer orientation","Proactive","Analytical problem-solving","Ability to work independently and in team","Multitasking"]

Provide second-level IT support to end users and support business units across production, distribution, and customer service centers. Handle desktop/escritorio and remote incidents, manage Service Desk workflows, ensure service-level compliance, and support certified application access for approved endpoints. Coordinate hardware and software acquisition, support mobile/tablet environments, and deliver training. Collaborate with regional IT and end-user support managers, contribute to continuous improvement, and escalate issues based on impact and urgency.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Epiroc
Epiroc
15 hours ago

End User Support Specialist (Mexico City, MX)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Provide second-level IT support to end users and support business units across production, distribution, and customer service centers. Handle desktop/escritorio and remote incidents, manage Service Desk workflows, ensure service-level compliance, and support certified application access for approved endpoints. Coordinate hardware and software acquisition, support mobile/tablet environments, and deliver training. Collaborate with regional IT and end-user support managers, contribute to continuous improvement, and escalate issues based on impact and urgency.
Location: Mexico City
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide end-user IT support on-site/desktop and remotely for incidents, services, and change requests across the region.
  • •Support second-level needs for production, distribution, and customer service centers, including non-desk-side users.
  • •Ensure Service Desk incidents and requests are handled correctly, quickly, and in line with SLA targets.
  • •Administer and support mobile devices and tablets, including hardware provisioning, and coordinate hardware/software acquisition.
  • •Escalate incidents to the regional IT and end-user support managers based on impact, severity, and urgency, while maintaining IT assets and documentation.
Travel: Medium travel

Key Requirements

  • •2–5 years in similar roles or via internal promotion.
  • •Engineering in computer systems or related field.
  • •Intermediate English and Spanish; other languages are a plus.
  • •Experience with IT best practices/ITIL; ITIL certification is a plus.
  • •Proven PC/laptop problem resolution and knowledge of Windows Server and Windows (10/11).
Experience:2-5 yearsIT supportITIL
Education:
Skills:Customer orientationProactiveAnalytical problem-solvingAbility to work independently and in teamMultitasking
Certifications:ITIL
Languages:EnglishSpanish
Tech Stack:ServiceNowWindows 10Windows 11Outlook 2016Office 365Microsoft 2016Lotus NotesWindows ServerAltirisCiscoVPNTCP/IPAndroidAppleMacOSDELLApple Business ManagerVMware (VMW)LAN/WANPrinting services

Company Brief

Epiroc
Designs, manufactures and services equipment, tools and solutions for mining and infrastructure industries, including rock drilling rigs, excavation tools, and aftermarket services to improve productivity and sustainability.
Industry: Mining & Metals
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Stockholm, Sweden
Founded: 2018
WebsiteLinkedIn