Lead IT Support Engineer

MGM Resorts International; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

MGM Resorts International is seeking an IT Lead Support Engineer to ensure operational availability of mission-critical applications. This role involves advanced support, technical mentorship, and collaboration with various teams to enhance application performance. The ideal candidate will have a strong technical background and experience in hospitality technologies.

Benefits

Wellness incentive programs

Discounts on hotel, food, and entertainment

Free meals in employee dining room

Free parking

Health & Income Protection benefits

Professional and personal development opportunities

Qualifications

• 5+ years of prior relevant experience in support engineering or related IT role.
• Proven experience supporting enterprise applications.
• Knowledge of Agile methodologies and team processes.

Responsibilities

• Lead project meetings and manage the support ticket queue.
• Mentor team members and ensure 24/7 support coverage.
• Provide technical leadership and maintain knowledge base articles.

Skills

System troubleshooting

Project management

Communication

Interpersonal skills

Technical background

Education

Bachelor's degree or equivalent experience

Tools

Windows OS

Active Directory

Unix/Linux

Cloud platforms

Job description

US, Nevada

The SHOW comes alive at MGM Resorts International

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.

THE JOB:

The IT Lead Support Engineer will be pivotal in ensuring the seamless operational availability of mission-critical applications for MGM Resorts International. This role provides advanced support (Tier 2 and Tier 3) to swiftly address and resolve operational issues in accordance with established Service Level Agreements (SLAs). The Lead will take ownership of conducting in-depth root cause analyses, designing and implementing technical solutions to drive self-healing mechanisms, and ensuring high availability of systems. Additionally, the Lead will provide technical mentorship and leadership to the support team, fostering a culture of continuous improvement. This position demands strong cross-functional collaboration with internal departments, external vendors, and managed service providers to maintain and enhance application performance at the highest standards.

THE DAY-TO-DAY:

• Lead project meetings, providing technical insights and execution support.

• Manage the support ticket queue, ensuring timely resolution and progress tracking.

• Mentor team members, offering feedback to enhance skills and professionalism.

• Ensure 24/7/365 support coverage, manage on-call schedules, and escalate issues as needed.

• Act as an escalation point for complex issues and provide Subject Matter Expertise (SME).

• Maintain deep knowledge of system/application topologies, cloud infrastructure, and networking.

• Create and update knowledge base articles, FAQs, and documentation.

• Stay current with emerging technologies and enhance technical skillsets through training.

• Escalate unresolved issues to Tier 4+ teams and track known issues.

• Provide technical leadership, enforce version control best practices, and guide engineers.

• Maintain proficiency in Windows OS, Active Directory, Unix/Linux, Cloud platforms, and networking.

• Collaborate with IT teams, business users, and external vendors for issue resolution and improvement.

THE IDEAL CANDIDATE:

• Bachelor's degree or equivalent experience

• 5+ years of prior relevant experience in support engineering or related IT role

• Proven experience supporting enterprise applications, developing and implementing complex solutions

• Familiarity with hospitality technologies, including Hotel, POS, and/or Casino management systems

• Strong system troubleshooting skills with end-to-end diagnostics across multiple platforms

• Project management skills, including planning, coordination, execution, and accountability

• In-depth understanding of hospitality operational environments

• Ability to prioritize and manage multiple tasks in dynamic settings, with strong follow-through

• Expertise in system error messages and resolving system-related issues

• Knowledge of Agile methodologies and team processes

• Excellent verbal and written communication skills in English

• Strong interpersonal skills for collaborating with technical teams, business stakeholders, and external vendors

• A strong technical background

THE PERKS & BENEFITS:

• Wellness incentive programs to help you stay healthy physically and mentally

• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more

• Free meals in our employee dining room

• Free parking

• Health & Income Protection benefits (for eligible employees)

• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community

VIEW JOB DESCRIPTION:

https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=12538

Are you ready to JOIN THE SHOW? Apply today!