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

What makes this a great opportunity?

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!

Position Summary:
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.

Role Responsibilities

Service Delivery and End-User Support

• Represent IT to the business and communicate business needs to IT; provide professional support to end users, executives, and visitors and remain accountable for the end-user experience.
• Receive, log, prioritize, and manage incidents and service requests in GuideTi; work within applicable service-level agreements (SLAs), document resolution notes and knowledge-base content, communicate progress, and escalate unresolved issues.
• Troubleshoot first-and second-level issues involving Windows workstations, Microsoft 365, approved business applications, mobile devices, printers, peripherals, conference-room technology, and related hardware.
• Coordinate user onboarding, transfers, access changes, device deployment and recovery, and end-user training in accordance with approved corporate processes.

Enterprise Infrastructure and Asset Lifecycle

• Install, configure, monitor, maintain, troubleshoot, repair, and upgrade approved local servers, storage backup systems, netowkr switches, wireless infrastructure, structured cabling, UPS equipment, endpoints, and related site technology, independently or with Global IT according to system ownership and access authority.
• Assist higher-tier teams with infrastructure setup, server and network upgrades, diagnostics, planned maintenance, outage response, and recovery activities: serve as the on-site remote-hands resource when required.
• Monitor system health, performance, capacity, and alerts; perform scheduled and emergency maintenance and verify backup and recovery readiness for assigned systems.
• Maintain accurate hardware and software asset inventories, configuration and change records, licenses, warranties, critical spares, and lifecycle plans; coordinate cost-effective procurement, deployment, return, and disposal.
• Follow corporate cybersecurity, access-control, patching, change-management, and incident-reponse requirements and promptly escalate vulnerabilities, unsupported systems, or suspected security events.

Production and Operations Technology Support

• Support plant production and control-system IT/OT assets, including industrial computers, HMI/SCADA and AVEVA/Wonderware systems, plant IT devices, production applications, printers and labeling devices, equipment interfaces, and approved connections between enterprise and operations networks.
• Perform daily checks and preventative maintenance for assigned production IT/OT equipment and respond to outages or unscheduled repairs in coordination with Operations, Maintenance and Engineering, controls personnel, Global IT/OT, and approved vendors.
• Maintain current equipment records, networks and architecture documentation, backup informationm support contacts, diagnostic results, and recovery procedures for assigned production systems.
• Coordinate approved installations, upgrades, vendors access, commissioning, and shutdown work. Changes to PLC, DCS, SIS, or other protected control logic shall be performed only by authorized personnel through approved change-control and management-of-change processes.

Collaboration, Compliance, and Improvement

• Collaborate with Global Service Delivery teams, site departments, vendors, and third-party providers to align technology services with business needs, production priorities, and corporate standards.
• Develop user instructions and training, encourage adoption of approved tools, and reinforce compliance with IT and cybersecurity policies.
• Participate in projects, audits, root-cause investigations, recovery tests, and continuous-improvement and innovation initiatives.

• Coordinate vendors and contractors, including quotations, scheduling, site access, safety requirements, technical handover, and documentation.
• Comply with site EHS requirements, 5S practices, and applicable ISO 9001, ISO 45001, and ISO 14001 procedures: perform other duties as assigned.

COMPETENCIES AND SKILLS

• Strong customer-service orientation, business relationship management, and the ability to present technical information in practical, meaningful language for end users and leaders.
• Strong troubleshooting and problem-solving capability across computer hardware, software, Windows 11, Microsoft 365, mobile devices, printers, basic networking, and Windows server environments.
• Working knowledge of IT service management, incident and change management, ServiceNow, SLAs, asset management, documentation, and knowledge-base practices.
• Working knowledge of enterprise networks, servers, backups, cybersecurity fundamentals, and production/OT environments; AVEVA/Wonderware or other HMI/SCADA experience is a plus.
• Strong organization, prioritization, written and verbal communication, end-user training, collaboration, and vendor-coordination skills.
• Ability to read technical manuals, network and architecture diagrams, work orders, and equipment documentation and to use CMMS and Microsoft Office, Project, and Visio or equivalent tools.
• Self-motivated, adaptable, team-oriented, and able to work independently in a manufacturing environment while following safety, access, and change controls.

EDUCATION, QUALIFICATIONS, AND EXPERIENCE

• 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.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work is performed in office and active manufacturing areas and may involve heat, humidity, noise, vibration, dust, wet or slippery conditions, and uneven walking surfaces.
• Regular movement between buildings, production areas, server rooms, network closets, and equipment locations is required, with occasional lifting, positioning, or movement of computer and network equipment.
• Required PPE, site safety procedures, and access controls shall be followed at all times.
• The position must be able to communicate effectively in office and plant environments and visually inspect equipment, cabling, indicators, documentation, and system displays.

MOBILITY AND WORK SCHEDULE

• Occasional travel, up to approximately 5%, may be required. The position must be available for occasional after-hours or on-call response and for planned maintenance, shutdown, upgrade, or recovery work outside normal business hours.