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Job Description

Senior Support Technician

Job ID MIR00000717 Date posted 09/04/2018

The Senior Support Technician is responsible for software and hardware support (Tiers 1 and 2), with the more senior resources being responsible for complex Tier 2 support tasks. Provides technical advice, guidance and informal training to end users using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality and timeliness of problem resolutions. Works in a team setting, sharing information and assisting others with calls.

The responsibilities for this role are:

Analyze and improve knowledge database to reduce call times and improve call outcomes
Analyze call tracking database to identify trouble patterns, and work with impacted application and technical teams to document steps needed for improvement
Take and handle incoming calls for support in an efficient and professional manner
Provide first level of support to resolve most basic problems involving infrastructure and client technology components, including but not limited to: client hardware/software, printers, and network components
Provide second level of support to resolve more complex problems involving infrastructure and client technology components, including but not limited to: client hardware/software, printers and network components
Stay up-to-date on Southern Glazer's infrastructure components to always ensure the highest level of service and support to the organization
Mentor peers to help them build capabilities
Document troubleshooting instructions
Improve efficiency of team to resolve problems


Solid customer service skills
Ability to follow detailed instructions
Ability to troubleshoot and help solve problems
Technical knowledge and skills as required for the position to provide Tier 1 and Tier 2 support
Proficient oral communication skills
Ability to utilize existing resources to solve problems
Good time management skills (i.e. works efficiently)
Ability to work within a team environment as well as independently
Understanding of the IT infrastructure, including specialized experience in one or more areas (e.g., printers, PC's, software programs)
1 or more years of experience in supporting end users or Windows desktop or mobile devices
Ability to successfully troubleshoot LAN/WAN and VPN desktop or mobile device connectivity issues
Working knowledge of MS Office, Windows and Active Directory
Microsoft Certified Desktop Support Technician or equivalent preferred
Capability to understand Southern Glazer's application portfolio as well as how the different systems contribute to daily business operations

High School diploma, GED or vocational training Required
Bachelor's Degree Preferred (computer science, information systems, business administration or other industry related curriculum)
Note: Sufficient and relevant work experience may be considered in lieu of the educational requirements
3 year or more of work experience
1 -3 years to one year of work experience in IT
Domestic travel, approximately 25%

Job:Information Technology
Primary Location:United States-Florida-Miramar
Shift:Day Shift

Southern Glazer's Wine and Spirits recruits and hires qualified candidates without regard to race, religion, color, sexual orientation, gender, gender identity, age, national origin, ancestry, citizenship, veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state and municipal laws. The Company prohibits discrimination on other bases such as ancestry, medical condition, or marital status under applicable laws. We make reasonable accommodations to meet our obligations under the Americans with Disabilities Act (ADA) and state disability laws. Candidates should possess the right to work in the United States, as it is not the general practice of Southern Glazer's Wine and Spirits to sponsor individuals for work visas.

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