Live! Casino & Hotel Maryland ยท 3 weeks ago
Customer Support Engineer II - Maryland
Hanover, MD
Part-time
Onsite
Entry, Mid Level
$27/hr - $30/hr
1+ years expLive! Casino & Hotel Maryland is a vibrant casino committed to providing exceptional service. They are seeking a Customer Support Engineer II to be the first point of contact for internal and external inquiries, focusing on diagnosing and resolving technical issues in an end-user computing environment.
CasinoGamblingHotel
Responsibilities
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
Always display outstanding technical and professional services skills
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
Qualification
Required
High School Diploma or GED Requirements
1 to 3 years of relevant IT Help Desk or IT customer support experience
Demonstrated experience in providing professional customer service in an IT support environment with strong technical problem-solving skills
Ability to demonstrate a professional, mature, positive attitude and self-confidence in accomplishing daily tasks
Demonstrate the ability to collaboratively work as part of a team, both within and outside the department daily
Flexibility and ability to work within a high growth, high stress, and fast-paced environment with changing priorities
Strong research and business writing skills required
Must have initiative, strive for continuous improvement and proven ability in implementing innovative ideas or business solutions
Excellence in communication and customer-facing skills
Strong oral, written and interpersonal skills
Ability to provide various oral and written reports
Time management
Must be able to obtain and maintain a valid gaming license as determined by the Maryland State Lottery and Gaming Commission for the position
Experience with BMC Footprints support ticket management system
Preferred
Technical school certification preferred
A+ certification is desired
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 supporting Microsoft Technologies (Office 365, Desktop Windows 10, Server 2008, Server 2010, Active Directory, SCCM, MDM) or VMWARE server virtualization technologies
Benefits
Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents.
Free Basic Life Insurance
Free Short Term & Long-Term Disability
Generous retirement savings options
Paid Time Off
Tuition Reimbursement
On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
Training and pathways for career growth
Robust Rewards & Recognition Programs
Annual Merit Based Pay Increases
Discretionary Performance Bonuses
Discretionary Service Bonuses
Free parking
Free food and discounted meals
Live! Hotel, Food & Beverage, and Entertainment Discounts
Company
Live! Casino & Hotel Maryland
The five-time AAA Four Diamond rated Live! Casino & Hotel Maryland opened in 2012 and is one of the largest and most luxurious commercial casinos in the country.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
A
Adam Borden
Vice President Digital Marketing
Recent News
2024-02-19
2024-02-19
Company data provided by crunchbase