Customer Support Engineer Supervisor - Philadelphia

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

Job summary

A leading company in the gambling industry is seeking a Customer Support Engineer Supervisor in Philadelphia. This role involves providing IT support, supervising engineers, and ensuring customer satisfaction. Ideal candidates will have strong communication skills and relevant technical experience, along with the ability to manage multiple tasks efficiently. Join a high-energy environment focused on teamwork and innovation.

Benefits

Comprehensive health coverage

Retirement savings options

Free uniforms and parking

Discounted meals and bonuses

Tuition reimbursement

Discounts on hotels, theme parks, and travel

Qualifications

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

Responsibilities

• Serve as primary contact between Customer Support Engineers and Team Members.
• Supervise and monitor Tier II engineers' work.
• Perform troubleshooting and repair activities on various devices.

Skills

Communication

Customer Service

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. This intermediate position involves tasks related to repairing a variety of technology-based products in an end-user computing environment. You will be the first and second-tier support for issues reported by both external and internal customers, often collaborating with software vendors to troubleshoot systems issues. You will lead efforts with multiple IT and Business stakeholders to resolve complex problems.

Responsibilities

• Serve as the primary contact between Customer Support Engineers, Analysts, and Team Members.
• Coordinate with vendors to troubleshoot system issues.
• Supervise and monitor Tier II engineers' work and response times.
• Create and update SOPs.
• Perform troubleshooting and repair activities on devices such as PCs, desktops, laptops, tablets, and printers.
• Support VIP clients.
• Respond to change management requests, including installing new equipment and providing end-user desk-side support.
• Perform IMAC activities.
• Complete all desk-side support activities.
• Meet customer satisfaction and operational metrics.
• Communicate proactively with end-users and service desk personnel regarding repair status.
• Provide 'White Glove' support for senior executives.
• Perform other duties or certifications as needed.

Qualifications

Skills You'll Need to Succeed

• Technical school certification or 3-5 years of relevant experience.
• Experience with Microsoft Office 365 and Active Directory is preferred.
• Excellent communication and customer service skills.
• Strong interpersonal skills.
• Ability to follow instructions and document reports.
• Ability to complete projects on time and within budget.
• Flexible schedule to work different shifts.
• Professional, positive, and self-confident demeanor.
• Teamwork and collaboration skills.
• Ability to implement innovative ideas.
• Maintain OEM certifications as directed.
• Knowledge of relevant software and hardware systems.
• Understanding of ITIL methodologies.
• Must obtain and maintain a valid license as per State Gaming Agency requirements.

Perks We Offer You

• Comprehensive health coverage.
• Retirement savings options.
• Free uniforms and parking.
• Discounted meals and bonuses.
• Tuition reimbursement.
• Discounts on hotels, theme parks, and travel.

Life at Live!

• High-energy casino environment with a focus on fairness, teamwork, and fun.
• Environment may include exposure to smoke, bright lights, and loud noises.

Additional Details

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