Customer Support Engineer I - Maryland

Job Title

Customer Support Engineer I

Compensation

USD $21.00/Hr.

Overview

Why We Need Your Talents:

The Customer Support Engineer I plays a vital role in ensuring seamless technology experiences that support both our guests and team members at Live! Casino & Hotel. As the first point of contact for technical support, you combine strong customer service with hands-on technical expertise to quickly diagnose and resolve issues across a variety of systems and devices. Your ability to deliver clear communication, reliable solutions, and professional service helps maintain operational efficiency and minimizes disruptions in our fast-paced environment. Through your responsiveness, problem-solving mindset, and commitment to excellence, you contribute to a smooth, connected, and high-performing technology experience that supports the success of the Live! brand.

Responsibilities

Where You'll Make an Impact:

• 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

Skills to Help You Succeed:

• Demonstrated experience in providing professional customer service in an IT support environment with an increasing acumen for strong technical problem solving skills
• We are a 24/7/365 business. Candidates need to have reasonable schedule flexibility and be aware that they may need 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, both within and outside the department on a daily basis
• 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.
• Strong research and business writing skills preferred
• 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 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

Qualifications

Must-Haves:

• Technical school certification preferred 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
• 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 - 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 preferred
• May require additional customer-specific certifications or training as required.

Physical Requirements:

• 25% Sitting
• 25% Standing
• 50% Walking
• Lifting up to 60 lbs. 60 – 100 with assistance
• Pulling and bending
• Repetitive Keyboarding

Working Conditions:

• 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.

What We Offer

Perks We Offer You:

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members may include:

• 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

Life at Live!:

• To be part of an exciting experience unlike any other in the market.
• To be given the power and responsibility to put service and community first.
• To come together as a strong team, while valuing and celebrating our diversity.
• To be given the tools, resources, and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.