Technical Support Ii; On-Site​/Mid-Shift

TECHNICAL SUPPORT II (ON-SITE/MID-SHIFT)

Join to apply for the TECHNICAL SUPPORT II (ON-SITE/MID-SHIFT) role at Venetian Meetings
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The primary responsibility of the Technical Support II is to provide excellent guest service and support to The Venetian | The Palazzo Casino Resort’s internal and external guests and users. This position will be responsible for handling Level 2 incidents related to software applications, IT systems, and other related requests via telephone and email, as well as escalating incidents from Level 1.

All duties are performed in accordance with departmental and resort policies, practices, and procedures.

• Address and resolve basic to advanced incidents and requests, and manage escalation incidents.
• Manage and review the ticketing system queue, verify and enter quality information into tickets, and appropriately capture data; complete follow‑up and follow‑through on incidents and requests.
• Verify all information and data is captured and troubleshooting procedures are followed before escalating incident tickets to supporting IT teams.
• Contribute to self‑help knowledge bases and documents, including common requests, incidents, resolutions, work‑arounds, and standard operating procedures.
• Mentor, support, and cross‑train other service desk technicians.
• Produce plans and coordinate maintenance and upgrades in support of infrastructure and customers.
• Improve deeper knowledge of current corporate products to increase first‑contact resolution and reduce Level 1 escalation.
• Provide technical assistance to team members and guests.
• Create incident tickets and address team member and guest issues with technical support and troubleshooting.
• Log incidents with Incident Management.

• Comply with documentation guidelines for proper ticket writing and troubleshooting.
• Monitor systems located in the computer room.
• Utilize all resources to assist callers over the phone.
• Be available and flexible in schedule for mandatory meetings or emergency shift adjustments.
• Suggest new products, services, technology, and processes to maintain a competitive position and anticipate changing customer needs.
• Provide exceptional customer service by demonstrating professionalism in phone demeanor and interaction with team members and guests.
• Maintain a clean and organized appearance and workspace.
• Asses, evaluate, and review technical operation of systems; report incidents to appropriate support teams.
• Participate in Incident Management processes.
• Communicate on system‑planned maintenance and incident status notifications.
• Ensure safety; attend regularly.
• Perform related duties as assigned.

All The Venetian Resort team members are expected to conduct and carry themselves in a professional manner at all times, observing the company’s standards, work requirements, and rules of conduct.

• High school diploma or equivalent required; associate’s or bachelor’s degree in a related discipline highly preferred.
• CompTIA A+ or ITIL certification preferred.
• At least one year of related technical support experience supporting computer systems, peripheral components, hardware, Active Directory, and AS400 (iSeries) user access support.
• Two (2) years of customer service experience.
• Intermediate to advanced PC knowledge, including MS Office applications.
• Basic knowledge of Incident Management, Service Delivery, and Time Tracking.
• In‑depth knowledge of Windows operating systems strongly desired.
• Ability to diagnose problems by reading log files and using network or application diagnostics tools.
• Strong analytical and problem‑solving skills.
• Clear, effective written and spoken English communication.
• Polite, professional telephone etiquette.
• Strong interpersonal skills for communicating with guests and team members of diverse backgrounds.
• Ability to obtain and maintain Nevada Gaming Control Board registration and any other required certification or license.
• Proof of authorization/eligibility to work in the United States.
• Must be 21 years of age or older.

• Lift or carry 30 pounds unassisted during specific tasks.
• Access all areas of the property and drive areas with or without reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers.
• Interact appropriately with guests, management, and other stakeholders.
• Prolonged periods of walking, standing, stretching, bending, and kneeling.
• Work in a fast‑paced, busy environment.
• Operate indoors and be exposed to environmental factors such as noise, dust, and cigarette smoke.

Entry level

Full‑time

Information Technology

Events Services