External Job Title Customer Support Engineer II - Petersburg

Visitlive; Petersburg (VA); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in customer support is seeking a Customer Support Engineer II to provide technical assistance and resolve customer inquiries. The role demands strong technical knowledge, excellent communication skills, and the ability to work in a fast-paced environment, while also supporting both internal and external clients. Team members enjoy a collaborative environment with ample opportunities for growth and a culture that emphasizes service and community.

Benefits

Bonus structure

Health coverage

Retirement plan with company match

Leadership development programs

Tuition reimbursement

Exclusive discounts

Qualifications

• 1-3 years of IT support experience is required.
• Flexible schedule with potential for after-hours support.
• Ability to maintain licensure as required.

Responsibilities

• Perform troubleshooting and repair activities for various technology products.
• Create and update SOPs with other Engineers.
• Support VIP clients and maintain operational metrics.

Skills

Technical troubleshooting

Customer-facing skills

Strong communication

Adaptability

Education

Technical certification

A+ certification

Tools

Support ticket systems

Microsoft Technologies

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 Live! 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 intermediate position that involves tasks related to repairing various technology-based products typically used in an end-user computing environment.

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

Responsibilities

Where You'll Make an Impact:

• Create and/or update SOPs with other Engineers
• Perform troubleshooting and repair activities for 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 activities
• Provide all desk-side support activities
• Maintain professional technical and customer service skills
• Meet customer satisfaction and operational metrics
• Proactively communicate repair status to end-users and service desk
• Follow all service operation policies and procedures
• Other duties or certifications as needed

Skills to Help You Succeed:

• Experience in IT support with strong technical troubleshooting skills
• Flexible schedule, including potential after-hours support
• Professional attitude and self-confidence
• Ability to work collaboratively in a team
• Adaptability in a fast-paced environment
• Strong communication and research 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 IT support experience
• OEM certifications as directed by management
• A+ certification preferred
• Knowledge of relevant hardware/software
• Experience with Microsoft Technologies and virtualization preferred
• Understanding of ITIL support methodologies preferred
• Experience with support ticket systems preferred
• Additional certifications or training as required
• Ability to work in environments with alcohol and smoking

• Must maintain licensure as required by regulatory entities

Physical Requirements:

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

What We Offer

Perks:

• Bonus structure
• Health coverage
• Retirement plan with company match
• Leadership development programs
• Tuition reimbursement
• Exclusive discounts

Life at Live!

Our Team Members can expect:

• Unique market experience
• Power and responsibility to prioritize service and community
• Diverse and collaborative work environment
• Tools and resources for career growth
• Work hard, have fun culture

• Fast-paced casino environment with 24/7 operation
• Requires movement and urgency
• Exposure to smoke, bright lights, and loud noises