Technical Lead

United in Performance. Inspired by Innovation.

The Network Support Analyst reports to the North American Support Lead and will serve as the direct Tier II support for customers and the internal Global Delivery Team. You will interface with the Engineering and Product Management teams, providing feedback and input toward product innovation. The Support Analyst also performs a key role in product beta testing, product escalation (internally and externally), and the creation of both customer and internal documentation of best practices, user guides, etc.

This employee works primarily from our 3D-P office in Safford, AZ. Periodic travel to sites within the US and Canada to obtain field knowledge and perform testing may be required. Candidate must be legally eligible to work in the US and possess a valid passport.

Responsibilities:

• Wired or wireless network and computer troubleshooting and support
• Customer satisfaction is the main responsibility, this role should focus on exceeding the customer’s expectations by solving new and interesting support requests in a timely manner
• Troubleshoot industrial wireless network issues remotely
• Build on your existing technical capabilities and add new skills and knowledge to your toolkit

Requirements:

• 2-year post-secondary certificate in a related field or equivalent on-the-job experience
• Previous experience in an end-user supporting role using a trouble ticketing system
• Excited and gets satisfaction from troubleshooting, investigating, and solving complex problems
• Experience working in mining/field environments is desirable
• Cisco or other network Certification is an asset
• Strong networking knowledge (TCP/IP, routing, L2/L3 switches, VLANs)
• Exceptional troubleshooting skills
• Knowledge of Linux fundamentals and using the Linux command line (CLI)
• Familiar with scripting (Python/bash/Node), Ansible, Docker
• Wireless networking experience
• Health and Safety mindset
• Excellent English language verbal and written communication skills
• Enthusiasm for solving complex problems and learning new technologies
• Demonstrates strong customer service skills and ability to build rapport
• Works well under pressure and within a fast-paced environment
• Able to work with minimal supervision, or as part of the team as required
• Self-starter
• Positive attitude and a team player
• Eager to learn and a desire to have fun

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 – accrual based on Epiroc years of service

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.

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.

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.

United. Inspired. Performance unites us, Innovation inspires us, and commitment drives us to keep moving forward.

In the 150 countries where you can find Epiroc, we encourage our employees to take ownership of their own development and careers with the support from their leaders. We are committed to give you every opportunity to succeed in a culture of innovation, diversity and collaboration, combined with a caring atmosphere. Diversity and sustainability are key to grow fresh and innovative ideas and solutions for our customers. Epiroc is a leading manufacturer for the mining and infrastructure industries.

Learn more at www.epirocgroup.com