Why We Need Your Talents:

As a Customer Support Engineer I, you are the first point of contact for all issues reported by both external and internal customers. This position requires strong communication skills and both technical and customer service skills to diagnose and resolve the issue.

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 introductory position that performs tasks related to repairing various technology-based products typically associated in an end-user computing environment.

Where You'll Make an Impact:

• Create and/or update SOPs with other Engineers
• Perform basic to occasionally moderately complex troubleshooting and repair activities typically associated with 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:

• Strong attention to detail.
• Good organization, time management and prioritization.
• Efficient troubleshooting abilities.
• Excellent communication.
• Knowledge of relevant software and hardware systems
• Experience supporting Microsoft Technologies (Office 365, Desktop Windows 10, Server 2008, Server 2010, Active Directory, SCCM, MDM) or VMWARE server virtualization technologies preferred
• 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 with BMC Footprints support ticket management system preferred

Must-Haves:

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

Physical Requirements:

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