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 organization

• Support and maintain knowledgebase with current standards and resolution procedures

• Participate in the development, implementation, and testing of procedures

• Coordinate with third party vendors where applicable

Preferred Qualifications

• Possess entry level industry certification(s)

• Familiarity with ITIL concepts

• Experience with ServiceNow or other support management software

• Experience with Telephony tool

• Experience in coding tools

• Experience managing escalated requests/incidents to resolution

• Experience leading and advising less experienced team members

• Experience mentoring and developing Technicians

Minimum Qualifications

• Bachelor’s or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).

• 4+ years of experience in customer support role or environment

• Strong communications skills (written and verbal)

• Demonstrated patience and empathy for user community

• Strong networking skills, including an ability to leverage relationships to solve problems

• Strong problem-solving skills

• Strong time management skills (i.e. works efficiently)

• Delivers Results

• Change agent

• Collaboration/Teamwork

• Critical Thinking

• Analytical Skills

• Excellent verbal / written communication skills, strong attention to detail

• Ability to analyze and solve problems, think outside of the box and grasp technical concepts

• Ability to combine information or data to find relationships among seemingly unrelated events

• Ability to work within a team environment as well as independently

• Experience coordinating and leading Technician teams / projects

• Experience mentoring and developing Technicians

• Experience evaluating and improving service & support quality / standards

• Experience interacting with the Business & ETP community

• Experience with service management - programs, procedures, and processes

Agile Delivery Values

• Openness – Team and stakeholders agree to be open about all work and challenges

• Commitment – Personally commit to achieving the goals of the team

• Respect – Respect your team members to be capable and independent

• Courage – You have courage to do the right thing and work on tough problems

• Focus – Everyone focus on the work in the sprint and the goal of the scrum team. Rise and fall as a team

Physical Demands

• Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or mobile device

• Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, squatting, and stooping

• May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

EEO Statement

Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment 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. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.

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.