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

CRITICAL EXPERIENCES FOR SUCCESS

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

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