Smelter Operation Readiness - Engineer End User Computing

The purpose of this position is:

The Engineer End User Computing will be responsible for implementing and supporting the computer infrastructure and end user devices used by the organizations employees. The purpose of this role is to ensure that the employees have the necessary technology tools to perform their work efficiently and effectively.

This position will work with a team of IT professional to create and maintain the organizations computing environment. This includes managing hardware and software inventories, setting up and configuring new devices, troubleshooting technical issues, and ensuring the security and privacy of the organizations data.

Ultimately, the purpose of this position is to support the productivity and success of the organizations employees by providing them with reliable, efficient, and secure computing tools and resources.

The key duties and responsibilities of this position are:

• Stay up to date with the latest trends and technologies in end user computing and recommend new solutions as needed.
• Create and maintain technical documentation, including user guides and troubleshooting manuals.
• Provide support for end users in person, over the phone and remotely.
• Assist with the implementation of new technologies and upgrades.
• Ensure the timely and accurate reporting of issues and resolutions in accordance with ITSM standards.
• Manage inventory and maintain accurate records of all end user devices and software licenses.
• Collaborate with the IT team to maintain system security and ensure compliance with company policies and industry regulations.
• Manage and maintain end-user devices, including desktops, laptops, mobile devices, and peripherals.
• Participate in the development and implementation of IT projects related to end user computing.
• Install, configure, and troubleshoot software and hardware, including operating systems, productivity applications and specialized automation software used in smelting and refining operations.

The key challenges in this position include:

• Customer Service: You must be able to provide support to users with varying levels of technical expertise. This requires strong communication and interpersonal skills, as well as the ability to explain technical concepts in a clear and concise manner.
• Hazardous Environment: Smelting operations can be dangerous, you must be aware of and follow strict safety protocols when visiting and working in these environments, using specialized protective gear to ensure safety.
• Overall, the key challenge is to provide effective and efficient support to end users, while ensuring that the organizations technology infrastructure is secure, reliable and compliant with regulations.
• High Pressure Environment: Mining and smelting operations are often high-pressure environments where downtime can result in significant financial losses, you may need to deal with high-pressure situations where time is of the essence. You need to be able to make quick decisions and take appropriate actions to resolve issues promptly.
• Keeping up with Technology: End user support technology is constantly evolving, and it can be challenging to keep up with the latest trends and best practices. It is important to stay up to date with industry trends and advancement to ensure that you have the skills and knowledge necessary to provide effective support to end users. This means you need to invest time and resources in continuous learning and development.
• Managing Diverse Hardware and Software: End user computing environments can be complex, with a wide variety of hardware and software platforms in use. You must be able to troubleshoot issues across a range of different devices and operating systems.

The background, education, and work experience needed to succeed in this job are:

Minimum Education & Experience

• 3+ Years of experience in end user computer support.
• Bachelors degree in Computer Science or related field.

Core Competencies (Knowledge, Skills & Characters)

• Knowledge of industry standards and regulations related to end user computing, including security, data privacy and compliance.
• Ability to work independently and in a team environment.
• Knowledge of safety procedures and regulations in the metal processing industry.
• Excellent communication skills and the ability to work collaboratively with end users.
• Proficiency in spoken and written English, technical and conversational.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Strong technical skills in Windows and Unix based operating systems, Microsoft Office, and desktop hardware.
• Experience in mining or process automation industries is a plus.

The key areas in which you have decision-making responsibility are:

• Operating System Configuration: You may need to decide how to configure the operating system on desktop computers. This may involve setting up user accounts, configuring network settings, and installing security software.
• Hardware Selection: You may need to decide which hardware components to purchase for desktop computers, such as CPUs, RAM, and storage devices. This may involve evaluating different hardware options, considering factors such as cost, performance, and reliability.
• Troubleshooting: When desktop computer issues arise, you may need to make decisions about how to troubleshoot and resolve the problem. This may involve researching the problem, testing different solutions, and consulting with other IT professionals.
• Upgrades and Maintenance: You may need to decide when to upgrade desktop computers or perform routine maintenance, such as installing updates or replacing hardware components. This may involve evaluating the costs and benefits of different upgrade or maintenance options.
• Software Selection: You may need to decide which software applications are needed for desktop computers. This may involve evaluating different software options, considering factors such as cost, compatibility, and security.

Dimensions

Financial

• Repair or Replace: Making decisions as to if repairing or replacing an end user device would be the most cost-effective long term.
• Approvals: Review end users requests for computers and peripherals and approving or rejecting these requests by determining business need and aligning with company policies.

Non-Financial

• Customer Satisfaction: Meeting the needs of the organizations one thousand end users, spread across several geographic locations, including users working remotely and resolving technical issues in a timely and effective manner.
• Maintain: Manage the lifecycle of end user computing assets comprising one thousand computers, one hundred printers/copiers, over one hundred office and process control applications.

Dateline: 27 may 2023