Live! Casino & Hotel Maryland · 7 hours ago
Customer Support Engineer Supervisor - Maryland
Hanover, MD
Part-time
Onsite
Mid Level
$63K/yr - $76K/yr
3+ years expLive! Casino & Hotel Maryland is seeking a Customer Support Engineer Supervisor to lead the Customer Support Team in providing exceptional IT customer service and support. This role involves troubleshooting technology-related issues, supervising Tier II engineers, and ensuring customer satisfaction while maintaining operational metrics.
CasinoGamblingHotel
Responsibilities
Be the go-to-person between Customer Support Engineers, Analysts and Team Members
May also coordinate with vendors to troubleshoot systems issues
Supervise and monitor Tier II engineer’s work and response time
Create and/or update SOPs
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
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
Perform Install/Move/Add or Change (IMAC) activities
Perform all assigned desk-side support activities
Meet established customer service satisfaction level 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
Qualification
Required
Typically requires technical school certification or equivalent of three (3) to five (5) years of relevant experience
Excellence in communication and customer-facing skills
Strong oral, written and interpersonal skills
Ability to follow instructions and processes with minimal instructions
Ability to provide various oral and written reports
Completion of projects on time and within budget
Ability to perform assigned duties under frequent time pressure
Must have the flexibility to work different shifts as required
Ability to demonstrate professional, mature, positive and self-confidence in accomplishing daily tasks
Demonstrates the ability to work as part of a team, both within and outside the department on a daily basis
Proven ability in implementing innovative ideas or business solutions
Maintain and/or achieve all required OEM certification as directed by Management
Knowledge of relevant software and hardware systems
Understanding of ITIL methodologies
Must be able to comply with all state gaming regulations, which may include obtaining a license
Must be able to sit in an extensive time and walk
Must be able to lift 40lbs
Preferred
Ideally has Microsoft Office 365/and/or Active Directory administration experience
Benefits
Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents
Free Basic Life Insurance
Free Short Term & Long-Term Disability
Generous retirement savings options
Paid Time Off
Tuition Reimbursement
Training and pathways for career growth
Robust Rewards & Recognition Programs
Annual Merit Based Pay Increases
Discretionary Performance Bonuses
Discretionary Service Bonuses
Free parking
Free food and discounted meals
Live! Hotel, Food & Beverage, and Entertainment Discounts
Company
Live! Casino & Hotel Maryland
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.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
A
Adam Borden
Vice President Digital Marketing
Recent News
2024-02-19
2024-02-19
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