Customer Support Engineer I - Petersburg

Live! Casino·Hotel; Petersburg (VA); On-site; USD 40,000 - 55,000; Full time

Job summary

Live! Casino·Hotel is seeking a Customer Support Engineer I to provide exceptional service and support while troubleshooting various technology-based products in a dynamic casino environment. The role involves collaborating with team members, resolving issues, and maintaining high communication standards. Join our fast-paced team and be part of an exciting work culture that offers growth and career development opportunities.

Benefits

Generous bonus structure

Comprehensive health coverage

Retirement savings with company match

Leadership development and mentorship

Tuition reimbursement

Exclusive discounts

Qualifications

• Technical certification or 1-3 years relevant IT support experience.
• OEM certifications, including preferred A+ certification.
• Knowledge of relevant hardware/software systems.

Responsibilities

• Perform troubleshooting and repair activities on tech devices.
• Support VIP clients with service requests.
• Meet customer satisfaction and operational metrics.

Skills

Technical problem-solving

Team collaboration

Customer-facing skills

Initiative

Communication

Education

Technical certification

1-3 years relevant IT support experience

Tools

BMC Footprints

Microsoft Technologies

VMWARE

Job description

Overview

Why We Need Your Talents:

At Live! we pride ourselves on our exceptional people. Our Team Members are the foundation of our success and truly the most valuable part of the Live! brand.

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. Resolving customer issues is our top priority. This is an entry-level position involving tasks related to repairing various technology-based products typically used in end-user computing environments.

As a Customer Support Engineer I, you are the first point of contact for all issues reported by both external and internal customers. This role requires strong communication skills, along with technical and customer service skills, to diagnose and resolve issues.

Responsibilities

• Create and/or update SOPs with other Engineers
• Perform troubleshooting and repair activities on PCs, desktops, laptops, tablets, mobile phones, kiosks, and printers
• Support VIP clients
• Respond to management requests, including installing new PC equipment and providing desk-side support
• Perform IMAC (Install, Move, Add, Change) activities
• Carry out all assigned desk-side support tasks
• Maintain professional technical and customer service skills
• Meet customer satisfaction and operational metrics
• Communicate proactively with end-users and service desk regarding repair status
• Follow all documented policies and procedures
• Other duties or certifications as needed

Skills to Help You Succeed

• Experience in IT support with strong technical problem-solving skills
• Flexibility to support a 24/7 operation, including rotational after-hours support
• Professional, positive attitude and self-confidence
• Ability to work collaboratively in a team
• Adaptability in a fast-paced, high-growth environment
• Strong research, communication, and business writing skills
• Initiative and continuous improvement mindset
• Excellent customer-facing skills
• Ability to follow instructions and report effectively
• Ability to complete projects on time and within budget

Qualifications

Must-Haves:

• Technical certification or 1-3 years relevant IT support experience
• OEM certifications, including preferred A+ certification
• Knowledge of relevant hardware/software systems
• Experience with Microsoft Technologies and VMWARE preferred
• Understanding of ITIL support methodologies preferred
• Experience with support ticket systems like BMC Footprints
• Ability to work in environments with alcohol and smoking
• Ability to obtain and maintain required licenses and certifications

Physical Requirements

• Sitting 25%
• Walking 50%
• Standing 25%
• Lifting up to 60 lbs., 60-100 lbs. with assistance
• Pulling and bending
• Repetitive keyboarding
• Use of stairs and elevators

What We Offer

Perks:

• Generous bonus structure
• Comprehensive health coverage
• Retirement savings with company match
• Leadership development and mentorship
• Tuition reimbursement
• Exclusive discounts

Life at Live!

Our team members can expect:

• An exciting, unique experience
• Power and responsibility to prioritize service and community
• A diverse and inclusive environment
• Tools and resources for career growth
• Work hard, have fun culture

• Fast-paced, high-energy casino environment
• Exposed to alcohol, cigarette, and cigar smoke, bright lights, and loud noises