Field Tech Operations Specialist

Summary:

Perform the overall activities of the IT Field Technology Operations team. The FTO Team consists of remote and on-site technicians in multiple locations who support our customers in the field. This position will be responsible for process improvement, assist in maintaining accurate inventory of all computer devices owned by the company, and support and document issues that arise throughout the field offices and other business locations.

• Deliver exceptional customer service when supporting customer requests
• Deliver new and repaired equipment to end user locations and verify operation and printing with all applications
• Document all work completed and associated databases including:
  Work Requests/Trouble Tickets, Purchase Requisition s/Purchase Orders, Technical Support documentation, Equipment Inventory/Parts Inventory and Network Addressing.
• Route unresolved issues to the appropriate staff member and communicates with the User Support Coordinator to ensure that the request is followed to completion.
• Investigate and resolve any issues resulting from substandard performance
• Assist co-workers in troubleshooting complex operating problems
• Coordinate the repair and return of defective equipment with appropriate vendors.
• Support users with special information requests. Recommend hardware and software if appropriate
• Closely collaborates with service management, applications support and other IT team members on timely resolution of customer service issues
• Install, setup, repair and update A/V equipment, devices and software as required
• Track equipment's shelf life throughout the company and help replace the equipment and software as needed
• Able to disassemble old equipment and build new equipment using new hardware.
• Support service teams in achievement of service goals
• Promote secure desktop environments by reviewing known security practices, and current threats
• Work with the team leaders in resource identification and planning
• Follow company policies and procedures
• Demonstrate outstanding customer service through maintenance of high quality and integrity at work environment
• Manage multiple priorities and projects simultaneously
• Creating, splicing, punching down and verifying cables in 66 blocks, 110 blocks, and patch panels on network racks, as well as termination in walls and on floors using RJ45 jacks, and other various terminations as required
• Assists with telephone equipment installation, troubleshooting and repair
• Overtime and minor schedule adjustments as needed
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
• Perform other duties as assigned

• Previous 1-3 years’ experience in related IT and A/V preferred
• Prior Casino / Hospitality / Guest Service experience preferred
• Prior experience with but not limited to the following Telecommunications Systems;
  Avaya/Mytel Telecommunications, IP Telephony, SDD Jazz Call Accounting, FCS Voicemail preferred
• Prior experience with, but not limited to the following Audio and Visual Systems;
  Crestron Control Systems, Sound Web Control Systems preferred
• Prior experience using the Service Desk model (ITIL) to provide service, use of escalation path, and understanding of the appropriate technical group to elevate to is preferred
• Prior experience working in a fast paced, rapidly changing environment that places high value on the security and confidentiality of the data
• General knowledge base of but not limited to the following products;
  Microsoft Operating Systems, Microsoft Programs and Suites, Adobe programs, Avaya One X client, Info genesis, LMS, and Gaming systems
• Proven knowledge of methodology to troubleshoot issues with computer systems, audio / visual systems, telecommunications systems, and wiring
• Ability to manage priorities and communicate the plan clearly and effectively
• Excellent interpersonal skills
• Maintain professionalism, and confidentiality at all…