<p>Overview</p> <p>Why We Need Your Talents</p> <p>The Customer Support Team works directly with Live! Team members, providing world class IT customer service and support. Work to resolve customer's technology related issues. 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. A Customer Support Engineer III (CSE III) is the first and second tier support for all issues reported by both external and internal customers. CSE III often converse with software vendors to troubleshoot systems issues. Lead efforts with multiple IT and Business individuals involved to solve our most complex problems.</p> <p>Responsibilities</p> <p>Where You'll Make an Impact</p> <ul> <li>Be the go-to person between Customer Support Engineers, Analysts and Team Members. </li><li>May also coordinate with vendors to troubleshoot systems issues. </li><li>Supervise and monitor Tier II engineer's work and response time. </li><li>Create and/or update SOP's. Performs basic to complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC's, desktops, laptops, tablets and printers. </li><li>Provide support to client identified VIPs. Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities. </li><li>Perform Install/Move/Add or Change (IMAC) activities. </li><li>Perform all assigned desk-side support activities. Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines. </li><li>Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair. </li><li>Must have the interpersonal, communication and technical skills to provide 'White Glove' technical support for our senior executives. </li><li>Other duties or certifications may be assigned to meet business needs. </li></ul> <p>Qualifications</p> <p>Skills You'll Need to Succeed</p> <ul> <li>Typically requires technical school certification or equivalent of three (3) to five (5) years of relevant experience. </li><li>Ideally has Microsoft Office 365 and/or Active Directory administration experience. </li><li>Excellence in communication and customer-facing skills. </li><li>Strong oral, written and interpersonal skills. </li><li>Ability to follow instructions and processes with minimal instructions. </li><li>Ability to provide various oral and written reports. </li><li>Completion of projects on time and within budget. </li><li>Ability to perform assigned duties under frequent time pressure. </li><li>Must have the schedule flexibility to work different shifts as required. </li><li>Ability to demonstrate a professional, mature, positive and self-confidence in accomplishing daily tasks. </li><li>Demonstrates the ability to work as part of a team, both within and outside the department on a daily basis. </li><li>Proven ability in implementing innovative ideas or business solutions. </li><li>Maintain and/or achieve all required OEM Certifications as directed by Management. </li><li>Knowledge of relevant software and hardware systems. </li><li>Understanding of ITIL methodologies. </li><li>Must be able to obtain and maintain a valid license as determined by the State Gaming Agency </li></ul> <p>Perks We Offer You</p> <ul> <li>Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents </li><li>Generous retirement savings options are available. </li><li>Free uniforms </li><li>Free parking </li><li>Discounted meals </li><li>Service and Attendance bonuses </li><li>Tuition reimbursement </li><li>Discounts on hotels, theme parks, travel, and more! </li></ul> <p>Life at Live!</p> <ul> <li>24/7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN. </li><li>Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises. </li><li>You will work in an environment where smoking is allowed. </li></ul>