IT Operations Technician

ABOUT THE ROLE

As Technician, IT Operations, you are the first IT point of contact for Bacardi end-users providing 1st level support with responsibility for customer care, incident management and technical support on computer workstations and peripherals, on all IT Operations areas – network, collaboration tools, end-users computing. You provide immediate resolution whenever possible and you will link with 2d/3rd level of support whenever required, follow-up and loop back with the internal customer/user.

The scope of your role includes support to German, Austrian and Swiss offices. You will be based in Hamburg.

You are also responsible for overall monitoring and maintenance of the IT infrastructure to ensure availability to all users, including configuration of networks, 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.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES

• Impeccable Support to the Bacardi users on Network, End users computing and Collaboration tools

• Operation and management of the Service desk

• 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

• Provide basic 2nd level diagnostics, before escalating to the 2nd or 3rd level technicians. Know when to escalate incidents to the next support level

• Maintain accurate records of contacts and history of incidents, using latest internal tools

• Identify incidents and resolve to prevent reoccurrence. Maintain the on-line knowledge base of frequent questions and the appropriate response for each

• Maintain the data backup/restore for Bacardi IT systems

• Manage administration of starters/leavers/movers including equipment roll-out, replacement and data access

• Responsible for account administration on some local applications

• When necessary, submit incidents and problems to external supplier technical support and coordinate repairs/implement recommended solutions

• Guarantee the network connectivity to all employees working in your site/plant

• Maintain logs related to network functions as well as maintenance and repairs records

• Maintain the local server room infrastructure

• Support any local Business meetings

• Support VIP when required

To be successful in this role you will have/be:

• Ability to communicate to end-users, ability to explain technology, very good communication skills, ability to deal with customers at all levels, face-to-face and on the phone

• Understanding of hardware, software systems, SAP and network technologies

• Knowledge of current technological trends, data security and disaster recovery systems and procedures

• Understanding of IT governance and operations, IT controls (privacy, security)

• Business Knowledge - Understand the business and business processes

• Understand 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 management

• Problem solving, root cause analysis capabilities

• Be organized and able to prioritize workloads in a fast-pace, high pressure environment

• Fluent in German and English

The following experiences are recommended:

• Experience in project management

• Understanding of ITIL methodology

• Experience in crisis management

• Experience/exposure to different markets dynamics/specificities/cultures

• Competitive Pay Package
• Competitive Holiday/Paid Time Off, plus additional days offered ( i.e., volunteer day, allowing you to give back to the community)
• Retirement/Pension Plan
• Medical, Critical Illness, and Life Insurance
• Calm Meditation App subscription (free)
• Employee Assistance Programs
• Best-in-class, family-friendly, and inclusive leave policies
• Flexible work arrangements (depending on role/office/site location)
• Access to E-learning Platforms and Career Development programs
• Travel Discounts ( i.e., hotel and car rental)
• And much more!

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