Customer Support Engineer I - Greensburg

Overview

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 first priority. This is an introductory position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment. The Customer Support Engineer I is 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.

Responsibilities

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 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
• Display outstanding technical and professional services skills at all times
• 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

• Maintain and or achieve all required OEM Certifications as directed by Management
• A certification is preferred
• 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 be able to obtain and maintain a valid gaming license as determined by the State Gaming Agency for the position.
• May require additional customer-specific certifications or training as required
  
  

Must-Haves

Qualifications

• Technical school certification preferred or equivalent of one (1) to three (3) years of relevant IT Help Desk or customer support experience
  
  

Physical Requirements

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

Working Conditions

• 24/7 high energy casino with over 100,000 sq. ft of gaming and entertainment space and approximately 500 employees
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.