Entry Level - Customer Support Engineer - Greensburg

Customer Support Engineer I  This is an on-site position

Schedule:

Tuesday - Saturday 3pm - 11pm Why We Need Your Talents:
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 introductory position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.

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.
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:
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
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
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

Physical Requirements:

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

Working Conditions:

24/7 high energy casino with over 100,000 sq. ft of gaming and entertainment space and approximately 500 employees
Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
You will work in an environment where smoking is allowed.