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Posted June 9th

Senior Technician Service Desk Support

Miramar, Florida


Southern Glazer's Wine & Spirits logo

Employer

Southern Glazer's Wine & Spirits

Industry

Distributor

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Posted June 9th

Senior Technician Service Desk Support

Miramar, Florida

What You Need To Know

Overview

The Infrastructure Technician is the first point of contact for the business partners of ETP.  As such the Infrastructure 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.  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 consistent with the company’s Values

Primary Responsibilities

  • Serve as an expert in in-scope applications and platforms for the team / area of assignment (e.g., functionality, data, reporting, administration, etc.)
  • Service Desk Support roles will provide Level 2 technical support for in-scope applications and platforms for areas supported
  • End User Computing roles will provide the second level of support to resolve more complex problems involving infrastructure and client technology, including but not limited to client hardware/software, printers, and network components
  • Serve in a team leader capacity
  • Drive reporting of resolution progress and outcomes
  • Providing mentorship to junior Technicians
  • Develop and document service policies and procedures (where needed) and participate in end user training as a technical support resource
  • Perform other job-related duties as assigned

Additional Primary Responsibilities

Minimum Qualifications

  • Bachelor’s or Technical Degree in computer science, information systems, software engineering or other industry related curriculum
  • Minimum 2 years in a technician or relevant customer service role / environment 
  • Strong working knowledge of PC, Application, Hardware and Networking/systems/Platforms
  • Basic understanding of desktop services, including Operating systems, Desktop applications, Print management, Network connectivity, and Password administration
  • Strong verbal and written communication skills

Physical Demands

  • Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or adding machine
  • Physical demands with activity or condition may include walking, bending, reaching, standing, squatting, and stooping
  • May require occasional lifting/lowering, pushing, carrying, or pulling up to 56lbs

EEO Statement

Southern Glazer's Wine and Spirits provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.

Location
Miramar, Florida