Senior Technician, IT Operations, Tech Support

[Please note this is a Direct Search led by Bacardi, Applications from agencies will not be accepted nor will fees be paid for unsolicited CVs.

Responsibilities

• Operation and management of the Service desk
• Provide 1st / 2nd level technical support to all customers/users either by telephone or on-site, supporting PC based hardware, operating systems and applications
• Know when to elevate 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 online 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
• Maintain logs related to network functions as well as maintenance and repairs records
• Maintain the local server room infrastructure (whenever in your scope)
• Support any local Business meetings
• Support VIP’s when required

Skills

• Ability to communicate to end-users, ability to explain technology, excellent communication skills, ability to deal with customers at all levels, face-to-face and on the phone
• Understanding of ITIL methodology
• 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
• Proficiency in Polish and English language skills

Personal Qualities

• Problem solving, root cause analysis capabilities
• Be organized and able to prioritize workloads in a fast‑pace, high pressure environment
• 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

Technologies Used

• Microsoft Intune: Deploying computers using the Autopilot solution
• Microsoft 365: End‑user support (OneDrive, SharePoint, Word, Excel, PowerPoint)
• Microsoft Teams Room: Supporting users in daily operations
• Cayosoft: Managing users and groups in a hybrid environment (Active Directory and Microsoft Entra)
• SysAid: Handling user tickets; Escalating tickets to appropriate departments

Leadership Agility

• 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.

Perks of Working for us

At Bacardi, we are committed to providing our employees with a comprehensive Total Rewards package of compensation, benefits, incentives, allowances, well‑being, and much more to meet the needs of themselves and their families. It goes beyond just cash! The total rewards program is based on pay for performance, whereby the incentive programs are linked to company and individual performance.

Compensation, Paid Time Off & Retirement

• Competitive Pay Package
• Competitive Holiday/Paid Time Off, plus additional days offered (e.g., volunteer day, allowing you to give back to the community)
• Retirement/Pension Plan

Health & Wellbeing

• Medical, Critical Illness, and Life Insurance
• Calm Meditation App subscription (free)
• Employee Assistance Programs
• Best‑in‑class, family‑friendly, and inclusive leave policies

Additional Benefits

The benefits/perks may vary depending on the nature of your employment with Bacardi, your work location, and are subject to change. Some benefits may be subject to an employee contribution. Some benefits may be fully or partially subsidized. Incentive plans are linked to the nature of your employment and can vary based on region, market, function or brand.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Beverage Manufacturing

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