End User Services Support

About the role

At Weir, 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.

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.
• Cookordination & Collaboration: 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.

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.

Benefits

• Competitive Compensation
• Excellent Health / Dental / Vision Options
• 5% 401(k) Retirement Match
• Paid Time Off in first year, increases with time of service
• 11 Paid Holidays per year
• Required PPE is provided (boots, safety glasses, coveralls)