Venetian Meetings · 1 month ago
TECHNICAL SUPPORT II (ON-SITE/MID-SHIFT)
Las Vegas, NV
Full-time
Onsite
Entry Level
1+ years expVenetian Meetings is a prominent casino resort, and they are seeking a Technical Support II to provide excellent guest service and support to internal and external users. The role involves handling Level 2 incidents related to software applications and IT systems, ensuring proper documentation and escalation of issues as necessary.
Events Services
Responsibilities
Address and resolve basic to advance incidents and requests as well as handle escalation incidents
Manage and review Ticketing System queue, verify and enter quality information into tickets and appropriately capture data; complete follow-up and follow-through on Incidents and Request
Verify all information and data is captured and troubleshooting procedures are followed prior to escalating incident tickets to supporting IT teams
Contribute to self-help knowledge bases and documents, typical requests and incidents, resolutions, work-around and standard operating procedures
Mentor, support, and cross-train other Service Desk Technicians
Produce plans and coordinate maintenance and upgrades in support of the infrastructure and customers
Improve deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact and escalation by Level 1
Provide technical assistance to Team Members and Guests
Create incident tickets and address Team Member and Guest issues with technical support and troubleshooting
Comply with logging incidents with Incident Management
Comply with documentation guideline for proper ticket writing and troubleshooting
Monitor systems located in the computer room
Utilize every asset and attempt (exhaust all resources) to assist callers over the phone
Be available and flexible in schedule of work hours for mandatory meetings or emergency shift adjustments
Provide ideas and suggestions for new products, services, technology and processes to ensure VCR’s competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment
Provide exceptional customer service by consistently demonstrating professionalism in phone demeanor and interaction with our Team Members and Guests
Maintain a clean and organized appearance and work space
Assess, evaluate and review technical operation of systems. Escalate incidents to appropriate support teams
Facilitate and/or participate in Incident Management process
Execute business communication on system planned maintenance, incident status notifications (initial notification, resolution, details etc.)
Safety is an essential function of this job
Consistent and regular attendance is an essential function of this job
Performs other related duties as assigned
Qualification
Required
High school diploma or equivalent required
At least a minimum of one-year of related technical support experience supporting computers systems, peripheral components and hardware, Active Directory and AS400 (iSeries) User access support
Two (2) years of customer service experience
Experience with intermediate to advanced PC computer knowledge including MS Office applications
Basic knowledge and understanding of Incident Management, Service Delivery and Time Tracking
In-depth knowledge of Windows operating systems strongly desired
Ability to diagnose problems by reading log files and using network or application diagnostics tools
Strong analytical and problem solving skills
Ability to communicate clearly and effectively in English, both in spoken and written form
Must have polite, professional telephone etiquette
Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience
Must be able to obtain and maintain Nevada Gaming Control Board registration and any other certification or license, as required by law or policy
Proof of authorization/eligibility to work in the United States
Must be 21 years of age or older
Lift or carry 30 pounds, unassisted, in the performance of specific tasks, as assigned
Physically access all areas of the property and drive areas with or without a reasonable accommodation
Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts
Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts
Ability for prolonged periods of time to walk, stand, stretch, bend and kneel
Work in a fast-paced and busy environment
Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke
Preferred
Associate's or Bachelor's degree in similar disciplines highly preferred
CompTIA A+ certification or ITIL Certification preferred
Company
Venetian Meetings
The Venetian Resort can fulfill every single attendee need on-property.
5001-10000 employees
H1B Sponsorship
Venetian Meetings has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2021 (1)
2020 (2)
Funding
Current Stage
Late StageCompany data provided by crunchbase