Engineer End User Computing

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What You Need To Know

Open the door to a groundbreaking tech career with an industry leader. Southern Glazer's Wine & Spirits is North America's preeminent wine and spirits distributor, as well as a family-owned, privately held company with a 50+ year legacy of success. To create a new era in alcohol beverage sales and service, we're heavily invested in the most transformative new technologies - and the most brilliant tech professionals. Southern Glazer's was named by Newsweek as a Most Loved Workplace and is included on the Forbes lists for Largest Private Companies and Best Employers for Diversity.

As a full-time employee, you can choose from a full menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition reimbursement, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

We offer continuous learning and career growth in a fast-paced environment where you are respected, your voice is heard, and technology is part of our strategy for success. If you're looking to fill your glass with opportunity, come join our FAMILY.

Overview

The Engineer End User Computing is responsible for providing ongoing technical support and follow up with end users and maintaining accurate log and description of incident and resolution efforts in the tool of record. This role supports the Manager of End User Computing Engineering with large migration, security audit, and Windows group policy administration in addition to handling complex software and hardware support (Tier 3). This role designs, develops, and trains solutions to serve SGWS businesses. This role also troubleshoots and restores routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.

Primary Responsibilities

• Design and develop solutions that will include, but are not limited to: LAN, WAN, Firewalls, Wireless, UPS, VOIP, Servers, Storage, Workstations, Printers, Tablets, Operating System Upgrades
• Provide technical advice, guidance, and informal training to end users using hardware and software programs
• Perform root cause analysis and recommend procedures and controls for problem prevention
• Maintain the knowledge database and call tracking database to enhance quality and timeliness of problem resolution
• Provide third level of support to resolve complex problems involving infrastructure and client technology components
• Automate and enable maintenance and rote activities to drive efficiencies throughout IT
• Develop methodologies for testing network/server performance and provide performance statistics and reports
• Install, support, configure, evaluate, maintain, monitor, and analyze systems and software in a client network environment
• Perform application upgrades, security patching, and platform updates
• Leverage software to build shared software packages, images, and policy management
• Create endpoint management scripts and packages, and perform ad-hoc reporting
• Research and resolve difficult and complex problems that Tier 1 and Tier 2 Help Desk Support Specialists are unable to resolve
• Support remote users and VPN client connectivity
• Collaborate with resources from IT/Business Units/Vendors to resolve complex issues that may require upstream process changes or system configuration changes
• Implement and adhere to plans to improve call outcomes and customer satisfaction
• Perform other related duties as assigned

Preferred Qualifications

• Strong communication skills - written, verbal, persuasion, motivation, facilitation of strong working relationships
• Knowledge of other MS Office Suite and software applications related to job functions
• Excellent interpersonal, customer service, analytical/problem solving, problem management, presentation development, presentation, and communications skills
• Experience with Desktop security audit, Image creation, and maintenance,
• Enterprise systems support/deployment/management using an endpoint management solution
• Knowledge in Scripting (Shell, PowerShell or similar), AD design and administration, group policy
• Technical knowledge and skills as required for Tier 3 support
• Expert understanding of SGWS application landscape
• Expert knowledge of server administration activities
• Demonstrated understanding and awareness of the ITIL Problem management process and procedures
• Capability to understand SGWS application portfolio and how the different systems contribute to daily business operations
• Experience with components of IT infrastructure including remote access (VPN), remote support tools, laptops, and wireless devices
• Experience with supporting audio and video conferences over GoToMeeting, WebEx, and Lync
• Experience with Logical User Access (LUA) account administration, SMB Network Design, and Implementation, Server with Domain Controller Deployment
• Familiarity with Service Desk Ticketing software
• Knowledge in Multi VM Server Setup Experience
• Knowledge Network Routing Configuration and Deployment
• Knowledge in Commercial Switches Configuration Experience
• Strong Background in Desktop Support
• Strong Understanding and Hands Set Up of Group Policies

Minimum Qualifications

• Bachelor's Degree and three years of experience or equivalent education and related experience
• Proficient in Microsoft Office Suite
• Strong organization, multi-tasking and time management skills
• Ability to travel: domestic travel, up to 25%

Agile Delivery Values

• Openness - Team and stakeholders agree to be open about all work and challenges
• Commitment - Personally commit to achieving the goals of the team
• Respect - Respect your team members to be capable and independent
• Courage - You have courage to do the right thing and work on tough problems
• Focus - Everyone focus on the work in the sprint and the goal of the scrum team. Rise and fall as a team

Physical Demands

• Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or mobile device
• Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, squatting, and stooping
• May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

EEO Statement

Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.