Customer Support Engineer II - Petersburg

Hotel•Petersburg, VA

About The Position

To be an employee of Live! Casino Virginia, you must 21 years of age or over. Why We Need Your Talents: At Live! we pride ourselves in our exceptional people. Our Team Members are the foundation of our success and truly the most valuable part of the Live! brand. The Customer Support Team works directly with Live! Team members, providing world class customer service and support. We are the “go to” people for internal and external inquiries. Working to resolve customer issues is our first priority. This is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment. As a Customer Support Engineer II, you are the first point of contact for all issues reported by both external and internal customers. This position requires both technical and customer service skills to diagnose and resolve the issue.

Requirements

Demonstrated experience in providing professional customer service in an IT support environment with 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 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 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
Technical school certification preferred or equivalent of one (1) to three (3) years of relevant IT Help Desk or IT customer support experience
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 or any other applicable regulatory entity as may be required to perform assigned duties, or as required by Live’s operating standards.
Sitting 25%
Walking 50%
Standing 25%
Lifting up to 60 lbs.
60 – 100 with assistance
Pulling and bending
Repetitive Keyboarding
Use of stairs and elevators

Nice To Haves

A+ certification is desired
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.
You will be exposed to an alcohol and smoking environment and must be able to work in such environment.

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
Display outstanding technical and professional service 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