Customer Support Engineer Jobs in Pennsylvania (NOW HIRING)

Job Summary:
Live! Casino & Hotel Maryland is seeking an Entry Level Customer Support Engineer to join their Customer Support Team. This role involves providing world-class customer service and technical support, acting as the first point of contact for internal and external inquiries, and performing troubleshooting and repair tasks for various technology-based products.
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.
Qualifications:
Required:
• This is an on-site position
• Schedule: Tuesday - Saturday 3pm - 11pm
• The Customer Support Engineer I is the first point of contact for all issues reported by both external and internal customers.
• This position requires strong communication skills and both technical and customer service skills to diagnose and resolve the issue.
• 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
• Must be able to obtain and maintain a valid gaming license as determined by the State Gaming Agency for the position.
• May require additional customer-specific certifications or training as required
• Must-Haves Qualifications
Preferred:
• A+ certification is preferred
• 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
• Technical school certification preferred or equivalent of one (1) to three (3) years of relevant IT Help Desk or customer support experience
Company:
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. Founded in 2012, the company is headquartered in Hanover, USA, with a team of 1001-5000 employees. The company is currently Late Stage.