Job Description

What You Need To Know

Open the door to a groundbreaking tech career with an industry leader. Southern Glazers Wine & Spirits is North Americas preeminent wine and spirits distributor, as well as a family-owned, privately held company with a 50+ year legacy of success. To create a new era in alcohol beverage sales and service, were heavily invested in the most transformative new technologies - and the most brilliant tech professionals. Southern Glazers was named by Newsweek as a Most Loved Workplace and is included on the Forbes lists for Largest Private Companies and Best Employers for Diversity. As a full-time employee, you can choose from a full menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition reimbursement, a wellness program, parental leave, vacation accrual, paid sick leave, and more. We offer continuous learning and career growth in a fast-paced environment where you are respected, your voice is heard, and technology is part of our strategy for success. If youre looking to fill your glass with opportunity, come join our FAMILY.

Overview

The IT Technician is the first point of contact for the business partners of ETP. As such the Technician answers incoming calls, processes emails and web tickets and tracks all information in the ITSM tool. This includes software, hardware, network, telecommunication systems and basic desktop support matters. In the role, our technicians are responsible for determining the issue, escalating as required, working through a remedy, and then resolving the problem (either personally or through the broader ETP team). Individuals in this position may also install software, updates and upgrades on the computers, workstations, and network. Technicians have direct access to our business and third-party community and are expected to treat these relationships with quality, care, and empathy that is consistent with the ETP and SGWS Values.

Specialized Skills and Technologies

• Experience in Microsoft suite of office, Active Directory, Windows Operating System and iPhone Operating system (IOS)
• Fundamental understanding of IT Infrastructure, Software and Printers
• Ability to trouble shoot Local Area Network (LAN), Wide Area Network (WAN) and Virtual Private Network (VPN) issues

Primary Responsibilities

• Participate in on call rotation
• Provide accurate and timely updates to work tickets, incidents, and outages
• Develop a command of ITIL service management practices and customization made to SGWS standard Learn and develop expertise in in-scope applications and platforms for areas supported (e.g., functionality, data, reporting, administration, etc.)
• Receive, ticket, and route end user support issues
• Complete issue resolution
• Document all support outcomes, including resolution and notes
• Participate in updating service policies and procedures (where needed)

Additional Primary Responsibilities

• Assist with commercial and custom system testing and debugging (new releases, features, etc.)
• Communicate status of issues to users (verbally or digitally)
• Learn and develop expertise in in-scope applications
• Provide the support to resolve incidents
• Maintain awareness of SGWS system environment to ensure the highest level of service and support to the organization
• Support and maintain knowledgebase with current standards and resolution procedures

Minimum Qualifications

• Bachelors or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).
• Strong communications skills (written and verbal)
• Strong networking skills, including an ability to leverage relationships to solve problems
• Strong problem-solving skills
• Strong time management skills (i.e. works efficiently)
• Delivers Results
• Collaboration/Teamwork
• Critical Thinking
• Ability to work within a team environment as well as independently
• Ability to understand SGWSs application portfolio as well as how the different systems contribute to daily business operations

Physical Demands

• Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or mobile device
• Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, squatting, and stooping
• May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

EEO Statement

Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.