Senior Technician, IT Operations, Tech Support

[Please note this is a Direct Search led by Bacardi, Applications from agencies will not be accepted nor will fees be paid for unsolicited CVs.]ResponsibilitiesWITH OUR CONSUMER AT THE HEART, YOUR KEY RESPONSIBILITIES WILL BE TO:Operation and management of the Service deskProvide 1st / 2nd level technical support to all customers/users either by telephone or on-site, supporting PC based hardware, operating systems and applicationsKnow when to escalate incidents to the next support levelMaintain accurate records of contacts and history of incidents, using latest internal toolsIdentify incidents and resolve to prevent reoccurrence. Maintain the on-line knowledge base of frequent questions and the appropriate response for eachMaintain the data backup/restore for Bacardi IT systemsManage administration of starters/leavers/movers including equipment roll-out, replacement and data access,Responsible for account administration on some local applicationsWhen necessary, submit incidents and problems to external supplier technical support and coordinate repairs/implement recommended solutionsGuarantee the network connectivity to all employees working in your siteMaintain logs related to network functions as well as maintenance and repairs recordsMaintain the local server room infrastructure (whenever in your scope)Support any local Business meetingsSupport VIP’s when requiredSkillsTHE SKILLS AND EXPERIENCE NEEDED TO CREATE YOUR LEGACY:Ability to communicate to end-users, ability to explain technology, excellent communication skills, ability to deal with customers at all levels, face-to-face and on the phoneUnderstanding of ITIL methodologyUnderstanding of hardware, software systems, SAP and network technologiesKnowledge of current technological trends, data security and disaster recovery systems and proceduresUnderstanding of IT governance and operations, IT controls (privacy, security)Business Knowledge - Understand the business and business processesUnderstand the impact of technology on the business processes/results (example – impact of one minute server outage on the production of bottles)Experience in running Helpdesk/support to end-users, incident management, data center managementProblem solving, root cause analysis capabilitiesBe organized and able to prioritize workloads in a fast-pace, high pressure environmentProficiency in Polish and English language skillsPERSONAL QUALITIESProblem solving, root cause analysis capabilitiesBe organized and able to prioritize workloads in a fast-pace, high pressure environmentBelonging: You have a strong capacity to create a culture of ‘Belonging’, where people feel appreciated for who they are, what they do, and who they can becomeSelf-Awareness: You have high levels of self-awareness, are reflective and know yourself well, understanding both your own strengths and weaknesses and your impact on othersPeople Agility: You bring a deep ability to understand and relate to people and navigate through tough situations to harness and multiply collective performanceResults Agility: You demonstrate consistent delivery of results in first-time situations by inspiring teams, exhibiting a presence that builds confidence in yourself and others.Mental Agility: You can think critically to penetrate complex problems and expand the possibilities by making fresh connections. You think strategically whilst being execution focused and bring creativity to the challenges, you’re presented withChange Agility: You have a deep natural curiosity, desire to experiment and ability to effectively deal with the heat of change. You have a growth and learning mindset: ready to test, stumble, learn and apply from experienceTECHNOLOGIES USEDMicrosoft Intune: Deploying computers using the Autopilot solutionMicrosoft 365: End-user support (OneDrive, SharePoint, Word, Excel, PowerPoint)icrosoft Teams Room: Supporting users in daily operationsCayosoft: Managing users and groups in a hybrid environment (Active Directory and Microsoft Entra)SysAid: Handling user tickets; Escalating tickets to appropriate departmentsLEADERSHIP AGILITYAt Bacardi we care deeply about finding brilliant talent who can bring the following personal attributes to help elevate our 3Fs: Fearless, Family, Founder culture to the next level.Belonging: You have a strong capacity to create a culture of ‘Belonging’, where people feel appreciated for who they are, what they do, and who they can becomeSelf-Awareness: You have high levels of self-awareness, are reflective and know yourself well, understanding both your own strengths and weaknesses and your impact on othersPeople Agility: You bring a deep ability to understand and relate to people and navigate through tough situations to harness and multiply collective performanceResults Agility: You demonstrate consistent delivery of results in first-time situations by inspiring teams, exhibiting a presence that builds confidence in yourself and others.Mental Agility: You can think critically to penetrate complex problems and expand the possibilities by making fresh connections. You think strategically whilst being execution focused and bring creativity to the challenges you’re presented withChange Agility: You have a deep natural curiosity, desire to experiment and ability to effectively deal with the heat of change. You have a growth and learning mindset: ready to test, stumble, learn and apply from experienceDisclaimer: 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. U.S. applicants have rights under Federal Employment Laws.Perks of Working for usAt Bacardi, we are committed to providing our Primos (employees) with a comprehensive Total Rewards package of compensation, benefits, incentives, allowances, well-being, and much more to meet the needs of themselves and their families. It goes beyond just Cash! The total rewards program is based on pay for performance, whereby the incentive programs are linked to company and individual performance.Compensation, Paid Time Off & Retirement:Competitive Pay PackageCompetitive Holiday/Paid Time Off, plus additional days offered ( i.e., volunteer day, allowing you to give back to the community)Retirement/Pension PlanHealth & WellbeingMedical, Critical Illness, and Life InsuranceCalm Meditation App subscription (free)Employee Assistance ProgramsBest-in-class, family-friendly, and inclusive leave policiesAdditional BenefitsThe benefits /perks may vary depending on the nature of your employment with Bacardi, your work location, and are subject to change.Some benefits may be subject to an employee contribution.Some benefits may be fully or partially subsidized. Incentive plans are linked to the nature of your employment and can vary based on region, market, function or brand.