Customer Support Engineer Supervisor - Philadelphia

Live! Casino & Hotel Philadelphia; Philadelphia (Philadelphia County); On-site; USD 40,000 - 60,000; Part time

Job summary

Join a leading casino and hotel as a Customer Support Engineer Supervisor. You'll provide top-notch IT support, supervise engineering teams, and ensure customer satisfaction in a dynamic environment. This role requires strong communication and technical skills, with opportunities for growth and professional development.

Benefits

Comprehensive health coverage

Retirement savings options

Free uniforms and parking

Discounted meals

Service and attendance bonuses

Tuition reimbursement

Discounts on hotels, theme parks, travel

Qualifications

• 3-5 years of relevant experience required.
• Must obtain and maintain a valid license as determined by the State Gaming Agency.

Responsibilities

• Supervise and monitor Tier II engineer’s work.
• Coordinate with vendors to troubleshoot systems issues.
• Provide ‘White Glove’ technical support for senior executives.

Skills

Communication

Customer Service

Technical Support

Teamwork

Problem Solving

Education

Technical School Certification

Tools

Microsoft Office 365

Active Directory

Job description

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Why We Need Your Talents

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 with an end-user computing environment. This role is the first and second-tier support for all issues reported by both external and internal customers. Often, it involves conversing with software vendors to troubleshoot systems issues. Lead efforts with multiple IT and Business individuals involved to solve our most complex problems.

Where You'll Make an Impact

1. Be the go-to person between Customer Support Engineers, Analysts, and Team Members.
2. Coordinate with vendors to troubleshoot systems issues.
3. Supervise and monitor Tier II engineer’s work and response times.
4. Create and/or update SOPs.
5. Perform basic to complex troubleshooting and repair activities typically associated with an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.
6. Provide support to client-identified VIPs.
7. Respond to change management requests including installing new PC equipment, providing end-user desk-side support, and other related activities.
8. Perform Install/Move/Add or Change (IMAC) activities.
9. Perform all assigned desk-side support activities.
10. Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in guidelines.
11. Proactively communicate with end-users and service desk personnel regarding arrival times, repair time estimates, and status of repairs.
12. Provide ‘White Glove’ technical support for senior executives, demonstrating interpersonal, communication, and technical skills.
13. Other duties or certifications may be assigned to meet business needs.

Skills You'll Need To Succeed

• Typically requires technical school certification or 3-5 years of relevant experience.
• Experience with Microsoft Office 365 and/or Active Directory administration is preferred.
• Excellent communication and customer-facing skills.
• Strong oral, written, and interpersonal skills.
• Ability to follow instructions and processes with minimal supervision.
• Ability to provide various oral and written reports.
• Ability to complete projects on time and within budget.
• Flexibility to work different shifts as required.
• Professional, mature, positive, and self-confident demeanor.
• Ability to work as part of a team.
• Proven ability to implement innovative ideas or solutions.
• Maintain and/or achieve OEM Certifications as directed.
• Knowledge of relevant software and hardware systems.
• Understanding of ITIL methodologies.
• Must obtain and maintain a valid license as determined by the State Gaming Agency.

Perks We Offer You

• Comprehensive health coverage for full-time and part-time team members and dependents.
• Retirement savings options.
• Free uniforms and parking.
• Discounted meals.
• Service and attendance bonuses.
• Tuition reimbursement.
• Discounts on hotels, theme parks, travel, and more.

Life at Live!

• High-energy casino environment with a culture of fairness, teamwork, and fun.
• Exposure to smoke, bright lights, and loud noises; smoking is permitted.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Part-time
• Job function: Information Technology
• Industry: Gambling Facilities and Casinos