Customer Support Engineer Ii - Information Technology - Greensburg

Overview
Function (Scope and Main Purpose of Job)
The Customer Support Team works directly with Live! Team members, providing world class customer service and support. The "go to" people for internal and external inquiries. Work to resolve customer issues is the first 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. A Customer Support Engineer II is 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.
Responsibilities
Core Service Standards
CLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance
SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.
FAST: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.
FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests.
FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here
Specific Responsibilities and Duties

• 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.
• 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 may be assigned to meet business needs.

Qualifications
Job Requirements (skills, knowledge, and abilities)

• Ability to obtain and maintain the appropriate gaming license as determine by the State Gaming Agency for the position.
• Maintain and or achieve all required OEM Certifications as directed by Management. A+ certification is desired.
• 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.
• May require additional customer-specific certifications or training as required.

Educational Requirements

• High School Diploma or GED preferred.
• Technical school certification preferred or equivalent of one (1) to three (3)- years of relevant IT Help Desk or IT Customer Support experience.

Physical Requirements

• 24/7 operation requiring extended hours and the ability and willingness meet the applicant's schedules when needed.
• Casino is over 100,000 square feet and requires ability and energy to move about it with a true sense of urgency.
• Sitting 70%
• Walking 25%
• Standing 5%
• Keyboarding 50%
• Use of going up and down 31 stairs multiple times per day and elevators

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 may occasionally work in an environment where smoking is allowed.