Service Delivery - Site Support (St. Croix, U.S.V.I)

Suntory Global Spirits•Christiansted, VI

2d•Hybrid

About The Position

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.

Requirements

Ability to read and interpret equipment manuals (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.
Ability to troubleshoot and diagnose problems, adjust and/or repair/replace parts on IT related plant equipment.
Ability to interface with mechanical, electrical, and civil construction contractors, equipment manufacturers, technicians, and diagnosticians.
Must be a team player.
Computer literate.
Ability to utilize programming and troubleshooting software for plant instrumentation and IT equipment.
Ability to effectively interface with plant CMMS software.
Excellent general computer skills: Excel, Word, Outlook, PowerPoint, Project, Visio, etc.
Excellent working knowledge of Windows operating systems.
Excellent writing and communication skills.
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.
Experience supporting servers, networks, infrastructure installations or upgrades, and third-party vendors.
Valid driver’s license and reliable transportation are required.

Nice To Haves

Good working knowledge of “Wonderware”.
Three to five years of experience is preferred.
Manufacturing or other high-availability operational experience is preferred.
Experience in a global organization.
Relevant certifications such as ITIL, Microsoft, Cisco, or CompTIA are pluses.

Responsibilities

Provide customer-focused support across enterprise and operations networks.
Manage end-user hardware and applications.
Support local servers, network infrastructure, and production/controls technology.
Own incidents and service requests through resolution.
Meet service levels and communicate status.
Escalate issues appropriately.
Serve as remote hands for higher-tier teams.
Coordinate preventive maintenance, upgrades, and vendor activity.
Manage asset lifecycle and documentation.
Implement and maintain cybersecurity controls.
Ensure recovery readiness.
Protect safety, production continuity, product quality, and system and data integrity.