Principal Technician VIP Elevated Services

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,
• Providing 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 organiz