Operational Support: Provide day-to-day operational support for end-user services within the Run phase of the Plan-Build-Run model, ensuring stability, reliability, and performance of EUS hardware and software.
Customer Engagement: Act as a key liaison by simplifying technical details and translating complex IT knowledge into relatable solutions for end users, maintaining excellent communication and customer-facing skills.
Service Delivery: Deliver and maintain EUS hardware, components, and services in line with defined roadmaps, policies, and SLAs, collaborating closely with internal teams and third-party vendors including MSP (TCS).
Incident & Escalation Management: Manage incident resolution, service requests, and 4th level support escalations to Original Equipment Manufacturers, ensuring timely and effective problem-solving.
Documentation & Knowledge Sharing: Create and maintain operational documentation, knowledge articles, and escalation processes to support shift-left strategies and continuous service improvement.
Coordination & Collaboration: Coordinate support activities with external suppliers, vendors, and internal support groups to align operational priorities and meet service level objectives.
Travel Requirements: Conduct site visits approximately 20-30% of the time to support on-site operations and customer engagement.
Safety First: Demonstrate 100% commitment to our zero harm behaviors in support of our drive towards developing a world-class safety culture.
Requirements
Minimum 2 years' experience in a Level 2 IT support role within a medium to large organization.
Technical expertise in Windows desktop OS, Mac OS, Microsoft 365, SCCM/Intune, Active Directory, and hardware knowledge across laptops, PCs, and mobile devices.
Strong communication skills with the ability to translate technical content into user-friendly language.
Foundation ITIL certification and experience with ITSM tools such as ServiceNow.
Tertiary IT qualifications and industry certifications relevant to Level 2 IT support.
Azure Fundamentals and Azure Masterclass (140) certifications.
Experience supporting Operational Technology (OT) environments and service mapping into CMDB.
Proven problem-solving mindset and troubleshooting skills.
Benefits
Competitive CompensationExcellent Health / Dental / Vision Options5% 401(k) Retirement MatchPaid Time Off in first year, increases with time of service11 Paid Holidays per yearRequired PPE is provided (boots, safety glasses, coveralls)Why join Weir?We live our values we think safety first, do the right thing, respect each other, aim high, and delight our customers. We encourage our people to lead by example and celebrate our successes.We believe your voice matters and your ideas make a difference. We're working hard to nurture a diverse culture where our people feel like they belong and can do the best work of their lives. You can help shape our unique culture through our inclusion networks and safety initiatives.For additional information about what it is like to work at Weir, please visit our Career Page and LinkedIn Life Page .Weir is committed to an inclusive and diverse workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, veteran status, disability, age, or any other legally protected status.#esco#LI-BC1Health insuranceDental insuranceVision insurance401(k)Paid time off
Additional Information
End User Services (EUS) Support
Weir ESCO
Location: Covington, KY
Work Arrangement: Hybrid
Shift: 8:00 AM- 5:00 PM with flexibility
What we do at Weir
We are a global leader in mining technology for a sustainable future. We help our customers extract the resources the world needs more efficiently and more sustainably. Our planet's future depends on the transition to renewable energy, and that transition can only happen with the metals and minerals our customers deliver. So, we work side by side with mines across the globe to move less rock, use less energy, use water wisely, and create less waste. Together, we drive the shift to smart, efficient, and more sustainable mining.
Make your impact
You'll play a key role in solving real-world challenges. You'll apply your skills to deliver results that matter whether that's through engineering, planning or customer support. You'll work with purpose, learn every day and help shape a more sustainable future.
Weir · Us175 - Esco - Covington - Covington, KY