Customer Support Engineer II - Maryland

Why We Need Your Talents:

The Customer Support Team works directly with Live! Team members, providing world class customer service and support. We are the “go to” people for internal and external inquiries. Working to resolve customer issues is our priority. This is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment. As a Customer Support Engineer II you are the first point of contact for all issues reported by both external and internal customers. This position requires both technical and customer service skills to diagnose and resolve the issue.

Where You'll Make an Impact:

• Create and/or update SOPs with other Engineers.
• Perform basic to moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PCs, desktops, laptops, tablets, mobile phones, kiosks and printers.
• Provide support to client identified VIPs.
• Respond to management requests including installing new PC equipment, providing end-user desk side support and other related activities.
• Perform/Install/Move/Add or Change (IMAC) activities.
• Perform all assigned desk-side support activities.
• Always display outstanding technical and professional services skills.
• Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines.
• Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair.
• Understand and follow all documented service operations policies and procedures.
• Other duties or certifications may be assigned to meet business needs.

Skills to Help You Succeed:

• Demonstrated experience in providing professional customer service in an IT support environment with strong technical problem-solving skills.
• We are a 24/7/365 business. Candidates need to have reasonable schedule flexibility and be aware that they may need to provide rotational after-hours support.
• Ability to demonstrate a professional, mature, positive attitude and self-confidence in accomplishing daily tasks.
• Demonstrate the ability to collaboratively work as part of a team, both within and outside the department daily.
• Flexibility and ability to work within a high growth, high stress, and fast-paced environment with changing priorities. Must possess ability to prioritize conflicting duties and meet established deadlines.
• Strong research and business writing skills required.
• Must have initiative, strive for continuous improvement and proven ability in implementing innovative ideas or business solutions.
• Excellence in communication and customer-facing skills.
• Strong oral, written and interpersonal skills.
• Ability to provide various oral and written reports.
• Time management
• Experience with BMC Footprints support ticket management system.
• Understanding of ITIL IT support methodologies preferred - especially support for support of processes involving ticket creation/prioritization, documentation of problem resolutions and closing of tickets per SOP and leadership guidance.
• Experience supporting Microsoft Technologies (Office 365, Desktop Windows 10, Server 2008, Server 2010, Active Directory, SCCM, MDM) or VMWARE server virtualization technologies.

Must-Haves:

• Education:
  • High School Diploma or GED Requirements
  • Technical school certification preferred or equivalent of one (1) to three (3) years of relevant IT Help Desk or IT customer support experience.
• Training:
  • Maintain and or achieve all required OEM Certifications as directed by Management.
    • A+ certification is desired.
  • May require additional customer-specific certifications or training as required.
• Must be able to obtain and maintain a valid gaming license as determined by the Maryland State Lottery and Gaming Commission for the position.

Physical Requirements:

• 25% Sitting
• 25% Standing
• 50% Walking
• Lifting up to 60 lbs. 60 – 100 with assistance
• Pulling and bending
• Repetitive Keyboarding
• Use of stairs and elevators

Perks We Offer You

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members include:
  • Free Basic Life Insurance
  • Free Short Term & Long-Term Disability
  • Generous retirement savings options
  • Paid Time Off
  • Tuition Reimbursement
• On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
• Training and pathways for career growth
• Robust Rewards & Recognition Programs
• Annual Merit Based Pay Increases
• Discretionary Performance Bonuses
• Discretionary Service Bonuses
• Free parking
• Free food and discounted meals
• Live! Hotel, Food & Beverage, and Entertainment Discounts

Life at Live!

Individuals chosen to be part of the Live! Team can expect:

• To be part of an exciting experience unlike any other in the market.
• To be given the power and responsibility to put service and community first.
• To come together as a strong team, while valuing and celebrating our diversity.
• To be given the tools, resources, and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.