Customer Support Engineer Supervisor - Philadelphia

Live! Casino & Hotel; Philadelphia (Philadelphia County); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Support Engineer III to join their dynamic team. In this role, you will provide world-class IT support, resolving customer technology-related issues and ensuring a seamless experience for both internal and external clients. You will be at the forefront of troubleshooting, coordinating with vendors, and supervising Tier II engineers, all while maintaining a high standard of customer service. This position offers a vibrant work environment, where teamwork and innovation are highly valued. If you thrive in a fast-paced setting and possess strong technical and interpersonal skills, this opportunity is perfect for you.

Benefits

Comprehensive Health Coverage

Retirement Savings Options

Free Uniforms

Discounted Meals

Tuition Reimbursement

Service and Attendance Bonuses

Qualifications

• Technical school certification or relevant experience required.
• Experience with Microsoft Office 365 and Active Directory preferred.

Responsibilities

• Serve as the primary contact for Customer Support Engineers and Team Members.
• Supervise Tier II engineers and coordinate with vendors for troubleshooting.

Skills

Microsoft Office 365

Active Directory

Customer Service Skills

Interpersonal Skills

Technical Troubleshooting

Time Management

Team Collaboration

Education

Technical School Certification

3-5 Years Relevant Experience

Tools

End-User Devices (PCs, Laptops, Tablets)

Job description

Overview

Why We Need Your Talents

The Customer Support Team works directly with Live! Team members, providing world-class IT customer service and support. Your role involves resolving customer technology-related issues. This is an intermediate position responsible for tasks related to repairing various technology-based products typically found in an end-user computing environment. A Customer Support Engineer III (CSE III) provides first and second-tier support for issues reported by both external and internal customers. CSE III often communicates with software vendors to troubleshoot system issues and leads efforts with multiple IT and Business teams to resolve complex problems.

Responsibilities

Where You'll Make an Impact

• Serve as the primary point of contact between Customer Support Engineers, Analysts, and Team Members.
• Coordinate with vendors to troubleshoot system issues when necessary.
• Supervise and monitor the work and response times of Tier II engineers.
• Create and update Standard Operating Procedures (SOPs). Perform troubleshooting and repair activities on end-user devices, including PCs, desktops, laptops, tablets, and printers.
• Support VIP clients and respond to change management requests, including installing new equipment and providing desk-side support.
• Perform Install/Move/Add/Change (IMAC) activities.
• Handle all desk-side support activities, ensuring customer satisfaction and meeting operational metrics.
• Communicate proactively with end-users and service desk staff regarding repair status and estimated times.
• Provide 'White Glove' technical support for senior executives, demonstrating excellent interpersonal, communication, and technical skills.
• Perform additional duties or obtain certifications as needed to meet business requirements.

Qualifications

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 service skills.
• Strong oral, written, and interpersonal skills.
• Ability to follow instructions and processes with minimal supervision.
• Capability to produce various reports, both oral and written.
• Proven track record of completing projects on time and within budget.
• Ability to perform duties under frequent time pressures.
• Flexible schedule to work different shifts as required.
• Professional, mature, positive attitude with self-confidence.
• Ability to work effectively as part of a team.
• Proven ability to implement innovative ideas or business solutions.
• Maintain OEM Certifications as directed by management.
• Knowledge of relevant hardware and software systems.
• Understanding of ITIL methodologies.
• Must obtain and maintain a valid license as required 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, hotel stays, theme parks, travel, and more.
• Service and attendance bonuses.
• Tuition reimbursement.

Life at Live!

• A high-energy 24/7 casino environment committed to fairness, teamwork, and fun.
• Exposure to alcohol, cigarette, and cigar smoke, bright lights, and loud noises.
• Smoking is permitted in designated areas.