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

Located in St. Croix, Cruzan VIRIL, Ltd. is an award-winning Rum distillery and member of the SuntorySpirits family. Beginning in 1760 with the establishment of the land we make our rum on today-The Estate Diamond, the island of St. Croix and generations of the Nelthropp family have influenced each flavor, and left their mark on every barrel and batch. From everyone who shows up daily to run our distillery to the island we call home, our rum is named for the people and the place that made it all possible. To us, there would never be any rum without the Crucians who have always supported it all. We're a team that's moving forward, building on our rich past and growing new opportunities for the future. When you unleash your spirit with us, you'll inspire a world of connections. Cruzan rum is a great place with great people and great rum!

Role Responsibilities

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. The Coordinator owns incidents and service requests through resolution, meets service levels, communicates status, escalates appropriately, and serves as remote hands for higher-tier teams. The role also coordinates preventive maintenance, upgrades, vendor activity, asset lifecycle, documentation, cybersecurity controls, and recovery readiness while protecting safety, production continuity, product quality, and system and data integrity.

Qualifications

COMPENTENCIES AND 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 programing 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 gerneral computer skills: Excel, Word, Outlook, PowerPoint, Project, Visio, etc....
  • Excellent working knowledge of Windows operating systems.
  • Excellent writing and communication skills.

• 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.

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.