As a Tech Support Technician based in Glasgow you are the first IT point of contact for Bacardi end-users.
You will provide 1st level support with responsibility for customer care, incident management and technical support on laptops, peripherals and AV equipment, on all IT Operations areas – network, collaboration tools and end-user computing.
You provide immediate resolution whenever possible and you will link with 2nd /3rd level of support whenever required, follow-up and loop back with the internal customer/user.
ABOUT YOU
You thrive in a technical and customer facing environment.
You will have broad IT support experience, looking to establish your career in this fast paced and highly rewarding role.
Your strong communication skills, able to multi-task and take on quick requests and action accordingly.
RESPONSIBILITIES
Depending on your scope you will support across headquarters, manufacturing plants, sales and distribution. You are also responsible for overall monitoring and maintenance of the IT infrastructure to ensure availability to all users, including installing operating systems, applications software and hardware in accordance with IT standards, policies and procedures.
In this role, flexibility is key – you may be part and participate in out-of-hours on call presence and also cover to other sites on an ad-hoc basis either on site or remotely. This role has a high impact on the employees’ ability to work efficiently therefore also on the reputation, image and credibility of both IT and the company.
1. Provide 1st and/or 2nd level technical support to all customers/users either by telephone or on-site, supporting PC based hardware, operating systems and applications.
2. Provide basic 2nd level diagnostics, before escalating to the 2nd or 3rd level technicians.
3. Identify incidents and resolve to prevent re-occurrence. Maintain the online knowledge base of frequent questions and the appropriate response for each.
4. Maintain the asset register for Bacardi IT systems.
5. Manage administration of starters/leavers/movers including equipment roll-out, replacement and data access.
6. Support any local business meetings and support VIP when required.
SKILLS
Ability to communicate to end-users and explain technology.
Basic understanding of supporting hardware and software systems – with knowledge of current technological trends, data security and disaster recovery systems.
Understand the impact of technology on the business processes/results.
Experience in running helpdesk/support to end-users.
PERSONAL QUALITIES
Problem solving, root cause analysis capabilities.
Be organized and able to prioritize workloads in a fast-pace, high pressure environment.
OTHER
Full Driving Licence required, as some travel is expected (<10%).
Disclaimer
Bacardi seeks talent from all backgrounds to bring diversity of thought, agility and capability to our organization across the globe. We promote a working environment where all employees are treated and rewarded fairly. We do not tolerate any form of discrimination that adversely affects individuals or groups on the basis of national origin, race, color, religion, sex, gender, sexual orientation, marital status, disability, age, and any other legally protected aspect of a person's identity.
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