Technical Support Coordinator (St. Croix, U.S.V.I)

About the role

The Technical Support Coordinator is the primary on-site IT service delivery resource for Cruzan Rum Distillery. Acting as the liaison between the business and Suntory Global Spirits (SGS) Global IT, the position provides customer-focused support across the enterprise and operations networks, from end-user hardware and applications through local servers, network infrastructure, and production/controls technology.

Responsibilities

• Owns incidents and service requests through resolution, meets service levels, communicates status, escalates appropriately, and serves as remote hands for higher-tier teams
• Coordinates preventive maintenance, upgrades, vendor activity, asset lifecycle, documentation, cybersecurity controls, and recovery readiness
• Protects safety, production continuity, product quality, and system and data integrity

Skills

• Must be able to read and interpret equipment manuals both written and electronic
• Ability to provide technical support and resolve queries
• In-depth knowledge of computer hardware, software, and networks
• Proficiency in IT helpdesk processes and procedures
• Must be able to trouble-shoot and diagnose problems, adjust and/or repair/replace parts as may be needed on the various IT related plant equipment
• Must be able to interface with mechanical, electrical, and civil construction contractors as well as equipment manufacturers, technicians, and diagnosticians
• Must be a team player
• Must be computer literate: ability to utilize programming and troubleshooting software for plant instrumentation and IT equipment
• Ability to effectively interface with plant CMMS software
• Good working knowledge of "Wonderware" a plus
• Excellent general computer skills: Excel, Word, Outlook, PowerPoint, Project, Visio, etc.
• Excellent working knowledge of Windows operating systems
• Excellent writing and communication skills

Qualifications

Bachelor's degree, associate degree, diploma, or equivalent combination of education and experience in computer science, information technology, or a related field. Minimum three years of experience in IT support or service delivery, including Microsoft Windows, Microsoft 365, and related hardware in a midsize organization; three to five years is preferred. Experience supporting servers, networks, infrastructure installations or upgrades, and third-party vendors; manufacturing or other high-availability operational experience is preferred. Experience in a global organization and relevant certifications such as ITIL, Microsoft, Cisco, or CompTIA are pluses. Valid driver's license and reliable transportation are required.

Work environment

• Workday will involve activities that vary throughout the day and will be both in an office environment, as well as in the field at a manufacturing facility
• Occasional exposure to excessive heat & humidity, intermittent to constant noise, vibration, dust and slippery or uneven walking surfaces
• Occasional lifting or moving heavy materials in difficult work positions
• Must be willing to respond to occasional intermittent after-hours emergency calls to effect plant repairs