Customer Support Engineer III- Maryland

Employer
Live! Casino and Hotel Maryland
Location
Hanover, MD
Posted
Jun 24, 2022
Closes
Jul 07, 2022
Ref
573226566
Industry
Other
Hours
Full Time
Overview: Function (Scope and Main Purpose of Job) The Customer Support Team works directly with Live! Team members, providing world class IT customer service and support. We are the "go to" people for internal and external technical inquiries. Working to resolve customer's technology related issues is our 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.As a Customer Support Engineer III (CSE III) you are the first and second tier support for all issues reported by both external and internal customers. This position requires technical, business process and customer service skills to diagnose and resolve the issue as you will be the go to person between other Customer Support Engineers, Analysts and team members. You will often converse with our software vendors to troubleshoot systems issues.As a CSE III, you will be expected to assist the Help Desk Manager in supporting team administration (including work scheduling, new team member training/mentoring, work prioritization across the team, work quality assurance). As an experienced and more senior CSE, you will often be asked to help lead efforts with multiple IT and Business individuals involved to solve our most complex problems. You will also likely get involved working with the Engineering team to help design, implement and test IT project solutions. Prior to beginning employment, all new hires must provide documentation of their final doses of an approved COVID-19 vaccination (J is a single dose only). A booster shot is not required to begin employment. With appropriate documentation, Live! Casino will make reasonable accommodations for a disability or a sincerely-held religious beliefs. https://www.vaccines.gov/search/ 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 HEART 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 DutiesBe the go to person between Customer Support Engineers, Analysts and Team Members. May also coordinate with vendors to troubleshoot systems issues.Supervise and monitor Tier II engineer's work and response timeCreate and/or update SOP'sPerforms basic to complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC's, desktops, laptops, tablets and printers.Provide support to client identified VIPsResponds to change 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 activitiesDisplay outstanding technical and professional services skills at all timesMeet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelinesProactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repairUnderstands and follows all documented service operations policies and procedures. Assist the Help Desk Manager in supporting team administration (including work scheduling, new team member training/mentoring, work prioritization across the team, work quality assurance)As an experienced and more senior CSE, you will often be asked to help lead efforts with multiple IT and Business individuals involved to solve our most complex problems.You will also likely get involved working with the Engineering team to help design, implement and test IT project solutions.Must have the interpersonal, communication and technical skills to provide 'White Glove' technical support for our senior executivesOther duties or certifications may be assigned to meet business needs Qualifications: Job Requirements (skills, knowledge, and abilities)Excellence in communication and customer-facing skillsStrong oral, written and interpersonal skillsAbility to follow instructions and processes with minimal instructionsAbility to provide various oral and written reports.Completion of projects on time and within budget.Ability to perform assigned duties under frequent time pressure.Must own a basic repair kitAdditional requirements may exist if offer of employment is extendedMust have the schedule flexibility to work different shifts as required. We strive to address staff scheduling needs when critical. However, staff often have to work for a time on all shifts. We strive to keep CSE shift assignments stable for up to 1 month or more to minimize shift changes and maximize schedule stability.Ability to demonstrate a professional, mature, positive and self-confidence in accomplishing daily tasks.Demonstrates the ability to work as part of a team, both within and outside the department on a daily basis.Strong research and business writing skills required.Must have initiative, strive for continuous improvement. Proven ability in implementing innovative ideas or business solutions.Maintain and or achieve all required OEM Certifications as directed by ManagementIdeally has at least one or more of the following: CompTIA A+ Certified Professional, CompTIA Network+ Certified Professional, CompTIA Security+, Project Management Professional (PMP). Ideally should plan to achieve at least 1 more certification within the first year of tenure at LCH.Knowledge of relevant software and hardware systemsUnderstanding of ITIL methodologiesMay require additional customer-specific certifications or training as requiredEducational RequirementsTypically requires technical school certification or equivalent of three (3) to five (5) years of relevant experience.Ideally has Microsoft Office 365 and/or Active Directory administration experience.Physical RequirementsAbility to lift and or move various computer equipment up to 50 lbs.Must be able to climb 35 stairs to the Casino Floor for several regular trips around the floor during a shift (which can be up to 2000 feet per trip).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.Working Conditions24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employeesExposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.You will work in an environment where smoking is allowed.