Customer Support Engineer Supervisor - Philadelphia

Live Casino & Hotel; Philadelphia (Philadelphia County); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a dynamic team in a high-energy casino environment, providing world-class IT customer service and support. As a Customer Support Engineer III, you'll tackle technology-related issues, ensuring seamless operations for both internal and external customers. Your role will involve troubleshooting a variety of devices, supervising engineers, and delivering exceptional support to VIP clients. This position offers a chance to work in a vibrant atmosphere where teamwork and innovation thrive, making every day exciting. If you're ready to make an impact and grow your career in a fun and fast-paced setting, this opportunity is perfect for you.

Benefits

Comprehensive health coverage

Retirement savings options

Free uniforms

Discounted meals

Service bonuses

Tuition reimbursement

Discounts on hotels and travel

Qualifications

• 3-5 years of experience in customer support and technical troubleshooting.
• Strong communication skills and ability to work under pressure.

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

Technical Troubleshooting

Interpersonal Skills

ITIL Methodologies

Education

Technical School Certification

3-5 Years Relevant Experience

Tools

PCs

Desktops

Laptops

Tablets

Printers

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. You will work to resolve customers’ technology-related issues. This is an intermediate position involving tasks related to repairing a variety of technology-based products typically used in end-user computing environments. A Customer Support Engineer III (CSE III) serves as the 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 stakeholders 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 as needed.
• Supervise and monitor Tier II engineers’ work and response times.
• Create and update Standard Operating Procedures (SOPs). Perform basic to complex troubleshooting and repair activities, including but not limited to PCs, desktops, laptops, tablets, and printers.
• Support VIP clients and respond to change management requests, including installing new PC equipment and providing desk-side support.
• Perform Install/Move/Add/Change (IMAC) activities.
• Conduct all assigned desk-side support activities, meeting customer service satisfaction levels and operational metrics.
• Communicate proactively with end-users and service desk personnel regarding repair status and estimates.
• Provide 'White Glove' technical support for senior executives, demonstrating excellent interpersonal, communication, and technical skills.
• Perform other duties or obtain certifications as required by business needs.

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-facing skills.
• Strong oral, written, and interpersonal skills.
• Ability to follow instructions and processes with minimal supervision.
• Proficient in generating oral and written reports.
• Ability to complete projects on time and within budget.
• Capable of performing duties under time pressure.
• Flexible schedule to work different shifts as needed.
• Professional, mature, positive attitude, and self-confidence in daily tasks.
• Ability to work well within a team environment.
• Proven ability to implement innovative solutions.
• Maintain or achieve OEM certifications as directed.
• 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

Our Benefits

• 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!

Our Culture

• A high-energy casino environment committed to fairness, teamwork, and fun.
• Work environment may include exposure to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• Smoking is permitted in designated areas.