Live! Casino & Hotel Maryland · 13 hours ago
Customer Support Engineer I - Maryland
Hanover, MD
Part-time
Onsite
Entry Level
$21/hr - $23/hr
1+ years expLive! Casino & Hotel Maryland is seeking a Customer Support Engineer I to be the first point of contact for all issues reported by customers. This role involves troubleshooting and repairing technology-based products in an end-user computing environment while providing exceptional customer service.
TravelGamingCasinoGamblingHotel
Responsibilities
Create and/or update SOPs with other Engineers
Perform basic to occasionally moderately complex troubleshooting and repair activities typically associated with 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
Strong communication skills
Technical and customer service skills to diagnose and resolve issues
Create and/or update SOPs with other Engineers
Perform basic to occasionally moderately complex troubleshooting and repair activities typically associated with 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
Strong attention to detail
Good organization, time management and prioritization
Efficient troubleshooting abilities
Excellent communication
Knowledge of relevant software and hardware systems
Technical school certification or equivalent of one (1) to three (3) years of relevant IT Help Desk or customer support experience
Must be able to obtain and maintain a valid gaming license as determined by the Maryland State Lottery and Gaming Commission for the position
Maintain and or achieve all required OEM Certifications as directed by Management
Physical ability to sit, walk, stand, lift up to 60 lbs, pull and bend, repetitive keyboarding, and use of stairs and elevators
Preferred
Experience supporting Microsoft Technologies (Office 365, Desktop Windows 10, Server 2008, Server 2010, Active Directory, SCCM, MDM) or VMWARE server virtualization technologies
Understanding of ITIL IT support methodologies - 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
A+ certification
May require additional customer-specific certifications or training as required
Benefits
Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents
Generous retirement savings options are available.
Free uniforms
Free parking
Discounted meals
Service and Attendance bonuses
Tuition reimbursement
Discounts on hotels, theme parks, travel, and more!
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
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