Live! Casino & Hotel Virginia · 2 hours ago
Customer Support Engineer I - Petersburg
Petersburg, VA
Full-time
Onsite
Entry Level
1+ years expLive! Casino & Hotel Virginia is seeking a Customer Support Engineer I to join their team. This role involves providing world-class customer service and support, acting as the first point of contact for internal and external inquiries, and performing troubleshooting and repair activities for technology-based products in an end-user computing environment.
Gambling & Casinos
Responsibilities
Create and/or update SOPs with other Engineers
Perform basic to occasionally 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 or certifications may be assigned to meet business needs
Qualification
Required
Must be 21 years of age or over
Strong communication skills
Technical and customer service skills to diagnose and resolve issues
Demonstrated experience in providing professional customer service in an IT support environment
Reasonable schedule flexibility and ability to provide rotational after-hours support
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
Flexibility and ability to work within a high growth, high stress, and fast-paced environment
Ability to prioritize conflicting duties and meet established deadlines
Must have initiative, strive for continuous improvement
Excellence in communication and customer-facing skills
Strong oral, written and interpersonal skills
Ability to follow instructions and processes with minimal instructions
Ability to provide various oral and written reports
Completion of projects on time and within budget
Ability to perform assigned duties under frequent time pressure
Maintain and or achieve all required OEM Certifications as directed by Management
Must have the ability to secure and maintain licensure as required by Virginia Gaming Control Board
Preferred
Technical school certification preferred or equivalent of one (1) to three (3) years of relevant IT Help Desk or customer support experience
A+ certification is preferred
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
Experience with BMC Footprints support ticket management system preferred
Benefits
Generous Bonus Structure
Comprehensive Health Coverage
Retirement Savings with Company Match
Leadership Skills Development & Mentorship Programs
Tuition Reimbursement
Exclusive Discounts on Travel, Services, Goods and Entertainment
Company
Live! Casino & Hotel Virginia
Live! Casino & Hotel Virginia is coming soon to Petersburg.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase