End User Services Support

Weir•Madison, WI

20h•Hybrid

About The Position

Weir ESCO is seeking an End User Services (EUS) Support professional for their Covington, KY location. This hybrid role operates on a standard 8:00 AM - 5:00 PM schedule with flexibility. Weir is a global leader in mining technology, focused on helping customers extract resources more efficiently and sustainably. The company plays a crucial role in the transition to renewable energy by supporting the mining industry. This position offers the opportunity to solve real-world challenges, apply skills to deliver impactful results, learn daily, and contribute to a more sustainable future.

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.

Nice To Haves

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.

Responsibilities

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.
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.
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).
Manage incident resolution, service requests, and 4th level support escalations to Original Equipment Manufacturers, ensuring timely and effective problem-solving.
Create and maintain operational documentation, knowledge articles, and escalation processes to support shift-left strategies and continuous service improvement.
Coordinate support activities with external suppliers, vendors, and internal support groups to align operational priorities and meet service level objectives.
Conduct site visits approximately 20-30% of the time to support on-site operations and customer engagement.
Demonstrate 100% commitment to our zero harm behaviors in support of our drive towards developing a world-class safety culture.