Technical Services Specialist

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Job Duties

The Technical Services Specialist’s role is to support the stable operation and perform daily troubleshooting of the MSP in-house support calls relating PC hardware and software, network and telecommunications.

• Monitors and responds to complex technical hardware and infrastructure problems utilizing a variety of hardware and software testing tools and techniques.
• Responsible for responding to inquiries and providing information to customers calling into a service hotline.
• Evaluates situation, determines appropriate response, records resolution or escalates to designated specialist/resource for resolution of customer’s problem or complaint.
• Maintains the VoIP system and associated voice messaging systems and is responsible for all Moves/Adds/Changes (MAC) associated with network, voice and AV systems. This includes the installation and maintenance of network hardware, voice and AV hardware along with their supporting infrastructure, as well as creation and ongoing maintenance of the associated documentation.
• Assists with testing and Installation of new and existing network hardware and troubleshoots physical and network level performance issues.
• Tracks issues escalated for resolution to ensure customer receives timely response.
• Provides assistance to users for all aspects of end-user computing including desktop-based LAN system software, hardware, network and telecommunications.
• Responsible for documenting solutions to problems and developing end-user guidelines.
• Provides the functions of Technical Services Specialist and IT Customer Service Specialist support to business customers and if needed, escalates issues to peers or contracted external vendors based on negotiated criteria and thresholds
• Follows established escalation processes and procedures for alerting higher levels of management when issues are unresolved and begin to have a material impact on business operation
• Utilizes a comprehensive system knowledge database for the purpose of providing expeditious issue resolution for a diverse system portfolio
• Effectively and efficiently utilizes software tools for recording, routing, escalating and analyzing customer service calls
• Assists in the analysis of the technical performance and reliability of products, systems and services against identified industry standards to ensure customer satisfaction
• Responsible for implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment failures
• Assists in the development of standards for client technologies (e.g. desktops, laptops, printers, telephones, mobile telephones) to aid troubleshooting efforts, training and total cost of ownership
• Monitors critical systems, responds to and escalates alerts from system monitoring applications
• Follow a specified checklist or procedure without unnecessary or unwarranted deviation
• Training: Provides and receives cross-discipline training in order to ensure maximum availability of systems under management.
• Continuous Improvement: Actively pursues opportunities, as an individual and as part of a group, to improve knowledge, tools and processes for systems under management.
• Some travel may be required for this position
• Supports established enterprise Shared Services Agreement and adheres to ongoing collaboration efforts amongst all Mohegan properties

The Technical Services Specialist is responsible for the strict adherences to the Information Technology department compliance policies, internal control procedures, Pennsylvania Gaming Control Board control specifications and the Casino’s policies and procedures. Performs other duties as assigned. Promotes superior guest service.

Minimum Qualifications

• Associates degree in Information Systems, Computer Science, Engineering, Business or related field, and two (2) years as a Customer Service Specialist or High School Diploma or GED and six (6) years of progressive Information Systems experience in a Client Technologies or Customer Service environment
• Demonstrated advance knowledge of Microsoft operating systems
• Intermediate knowledge of AS400/i5 system platform is preferred
• Requires weekend, evening work and working different shifts
• Effective written and oral communications
• Ability to obtain and maintain gaming licensure in one or more jurisdiction

Work Shift:

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