Customer Support Engineer I - Salem

Why We Need Your Talents:  

We pride ourselves in our exceptional people. Our Team Members are the foundation of our success and truly the most valuable part. 

The Customer Support Team works directly with 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.  

As a Customer Support Engineer I, you are 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.

Must-Haves:  

• Technical school certification preferred or equivalent of one (1) to three (3) years of relevant IT Help Desk or customer support experience  

• 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  

• May require additional customer-specific certifications or training as required.  

• You will be exposed to an alcohol and smoking environment and must be able to work in such environment.   

• Must have the ability to secure and maintain licensure as required by the applicable regulatory entity as may be required to perform assigned duties, or as required by our operating standards.  

Physical Requirements:  

• Sitting 25%  

• Walking 50%  

• Standing 25%  

• Lifting up to 60 lbs. 60 – 100 with assistance  

• Pulling and bending  

• Repetitive Keyboarding  

• Use of stairs and elevators 

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:  

• Demonstrated experience in providing professional customer service in an IT support environment with an increasing acumen for strong technical problem solving skills  

• We are a 24/7/365 business. Candidates need to have reasonable schedule flexibility and be aware that they may need to provide rotational after-hours support.  

• Ability to demonstrate a professional, mature, positive attitude and self-confidence in accomplishing daily tasks  

• Demonstrate the ability to collaboratively work as part of a team, both within and outside the department on a daily basis  

• Flexibility and ability to work within a high growth, high stress, and fast-paced environment with changing priorities.  Must possess ability to prioritize conflicting duties and meet established deadlines.  

• Strong research and business writing skills preferred  

• Must have initiative, strive for continuous improvement and proven ability in implementing innovative ideas or business solutions  

• 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

Perks We Offer You  

• 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  

Being A Part of Our Team   

Individuals chosen to be part of our Team can expect:  

• To be part of an exciting experience unlike any other in the market. 

• To be given the power and responsibility to put service and community first. 

• To come together as a strong team, while valuing and celebrating our diversity. 

• To be given the tools, resources, and opportunity to grow in their career. 

• To work hard and have fun. 

• We operate a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN. 

• The casino is fast paced, requiring the ability and energy to move about it with a true sense of urgency! 

• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises. 

• You will work in an environment where smoking is allowed.