Southern Glazer’s Wine and Spirits
Principal Technician VIP Elevated Services
Southern Glazer’s Wine and Spirits, Miramar, Florida, United States,
What You Need To Know
Open the door to a groundbreaking tech career with an industry leader. Southern Glazer’s Wine & Spirits is North America’s 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, we’re heavily invested in the most transformative new technologies – and the most brilliant tech professionals. Southern Glazer’s 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 you’re looking to fill your glass with opportunity, come join our FAMILY.
Overview
The Principal Technician VIP Elevated Services is the first point of contact for the business partners of ETP. As such the Elevated Services 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, the Principal Technician Elevated Services is 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. Elevated Services 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
8+ years of experience supporting Senior Executive-level management
Ability to serve as the first point of contact for SGWS owners, family, and selected business partners of ETP
Ability to participate in project work as required in support of SGWS owners & family
Ability to travel to work and home office of SGWS owners & family
Ability to maintain the strictest of confidences and utmost professionalism, demeanor, and presentation
Flexibility to work deep nights and weekend work
Timeliness and ability to communicate regularly
Advanced level industry certification(s) i.e., MCSE MCP, etc.
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 standards
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
Participate in updating service policies and procedures (where needed)
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
Serve as an expert in ITIL service management practices and customization made to SGWS standards
Maintain a working knowledge of leading practices and serve as a thought leader to the SGWS organization
Identify, recommend, and implement process improvement opportunities
Facilitate training and education programs for the SGWS team
Recommend opportunities to lower costs or improve capabilities through alternative technology tools
Provide coaching, mentoring and development
Automate reports or actions for mass functions
Test and update new and existing hardware/software to ensure compatibility and utility
Recommend procedures and controls for problem prevention
Root cause issues
Ensure the highest level of service and support to the organization
Support and maintain knowledgebase with current standards and resolution procedures
Participate in the development, implementation, and testing of procedures
Coordinate with third party vendors where applicable
Preferred Qualifications
Possess entry level industry certification(s)
Familiarity with ITIL concepts
Experience with ServiceNow or other support management software
Experience with Telephony tool
Experience in coding tools
Experience managing escalated requests/incidents to resolution
Experience leading and advising less experienced team members
Experience mentoring and developing Technicians
Minimum Qualifications
Bachelor’s or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).
4+ years of experience in customer support role or environment
Strong communications skills (written and verbal)
Demonstrated patience and empathy for user community
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
Change agent
Collaboration/Teamwork
Critical Thinking
Analytical Skills
Excellent verbal/written communication skills, strong attention to detail
Ability to analyze and solve problems, think outside of the box and grasp technical concepts
Ability to combine information or data to find relationships among seemingly unrelated events
Ability to work within a team environment as well as independently
Experience coordinating and leading Technician teams/projects
Experience mentoring and developing Technicians
Experience evaluating and improving service & support quality/standards
Experience interacting with the Business & ETP community
Experience with service management - programs, procedures, and processes
Agile Delivery Values
Openness – Team and stakeholders agree to be open about all work and challenges
Commitment – Personally commit to achieving the goals of the team
Respect – Respect your team members to be capable and independent
Courage – You have courage to do the right thing and work on tough problems
Focus – Everyone focus on the work in the sprint and the goal of the scrum team. Rise and fall as a team
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.
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Open the door to a groundbreaking tech career with an industry leader. Southern Glazer’s Wine & Spirits is North America’s 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, we’re heavily invested in the most transformative new technologies – and the most brilliant tech professionals. Southern Glazer’s 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 you’re looking to fill your glass with opportunity, come join our FAMILY.
Overview
The Principal Technician VIP Elevated Services is the first point of contact for the business partners of ETP. As such the Elevated Services 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, the Principal Technician Elevated Services is 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. Elevated Services 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
8+ years of experience supporting Senior Executive-level management
Ability to serve as the first point of contact for SGWS owners, family, and selected business partners of ETP
Ability to participate in project work as required in support of SGWS owners & family
Ability to travel to work and home office of SGWS owners & family
Ability to maintain the strictest of confidences and utmost professionalism, demeanor, and presentation
Flexibility to work deep nights and weekend work
Timeliness and ability to communicate regularly
Advanced level industry certification(s) i.e., MCSE MCP, etc.
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 standards
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
Participate in updating service policies and procedures (where needed)
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
Serve as an expert in ITIL service management practices and customization made to SGWS standards
Maintain a working knowledge of leading practices and serve as a thought leader to the SGWS organization
Identify, recommend, and implement process improvement opportunities
Facilitate training and education programs for the SGWS team
Recommend opportunities to lower costs or improve capabilities through alternative technology tools
Provide coaching, mentoring and development
Automate reports or actions for mass functions
Test and update new and existing hardware/software to ensure compatibility and utility
Recommend procedures and controls for problem prevention
Root cause issues
Ensure the highest level of service and support to the organization
Support and maintain knowledgebase with current standards and resolution procedures
Participate in the development, implementation, and testing of procedures
Coordinate with third party vendors where applicable
Preferred Qualifications
Possess entry level industry certification(s)
Familiarity with ITIL concepts
Experience with ServiceNow or other support management software
Experience with Telephony tool
Experience in coding tools
Experience managing escalated requests/incidents to resolution
Experience leading and advising less experienced team members
Experience mentoring and developing Technicians
Minimum Qualifications
Bachelor’s or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).
4+ years of experience in customer support role or environment
Strong communications skills (written and verbal)
Demonstrated patience and empathy for user community
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
Change agent
Collaboration/Teamwork
Critical Thinking
Analytical Skills
Excellent verbal/written communication skills, strong attention to detail
Ability to analyze and solve problems, think outside of the box and grasp technical concepts
Ability to combine information or data to find relationships among seemingly unrelated events
Ability to work within a team environment as well as independently
Experience coordinating and leading Technician teams/projects
Experience mentoring and developing Technicians
Experience evaluating and improving service & support quality/standards
Experience interacting with the Business & ETP community
Experience with service management - programs, procedures, and processes
Agile Delivery Values
Openness – Team and stakeholders agree to be open about all work and challenges
Commitment – Personally commit to achieving the goals of the team
Respect – Respect your team members to be capable and independent
Courage – You have courage to do the right thing and work on tough problems
Focus – Everyone focus on the work in the sprint and the goal of the scrum team. Rise and fall as a team
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.
#J-18808-Ljbffr