WHAT DOES A TECHNICIAN DO?

As a Tech Support Technician based in Glasgow you are the first IT point of contact for Bacardi end-users.

You will provide 1st level support with responsibility for customer care, incident management and technical support on laptops, peripherals and AV equipment, on all IT Operations areas – network, collaboration tools and end-user computing.

You provide immediate resolution whenever possible and you will link with 2nd /3rd level of support whenever required, follow-up and loop back with the internal customer/user.

ABOUT YOU

• You thrive in a technical and customer facing environment. 

• You will have broad IT support experience, looking to establish your career in this fast paced and highly rewarding role. 

• Your strong communication skills, able to multi-task and take on quick requests and action accordingly.

RESPONSIBILITIES

Depending on your scope you will support across headquarters, manufacturing plants, sales and distribution. You are also responsible for overall monitoring and maintenance of the IT infrastructure to ensure availability to all users, including 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.

• 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

• Identify incidents and resolve to prevent re-occurrence. Maintain the online knowledge base of frequent questions and the appropriate response for each

• Maintain the asset register for Bacardi IT systems

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

• Support any local business meetings and support VIP when required

 SKILLS

At 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 become
• Self-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 others
• People Agility: You bring a deep ability to understand and relate to people and navigate through tough situations to harness and multiply collective performance
• Results 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 with
• Change 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 experience

Disclaimer: 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