Customer Support Engineer I - Maryland

Live! Casino and Hotel Maryland•Hanover, MD

2d•Onsite

About The Position

The Customer Support Engineer I plays a vital role in ensuring seamless technology experiences that support both our guests and team members at Live! Casino & Hotel. As the first point of contact for technical support, you combine strong customer service with hands‑on technical expertise to quickly diagnose and resolve issues across a variety of systems and devices. Your ability to deliver clear communication, reliable solutions, and professional service helps maintain operational efficiency and minimizes disruptions in our fast‑paced environment. Through your responsiveness, problem‑solving mindset, and commitment to excellence, you contribute to a smooth, connected, and high‑performing technology experience that supports the success of the Live! brand.

Requirements

Demonstrated experience in providing professional customer service in an IT support environment with an increasing acumen for strong technical problem solving skills
Candidates need to have reasonable schedule flexibility and be aware that they may need to provide rotational after-hours support.
Ability to demonstrate a professional, mature, positive attitude and self-confidence in accomplishing daily tasks
Demonstrate the ability to collaboratively work as part of a team, both within and outside the department on a daily basis
Flexibility and ability to work within a high growth, high stress, and fast-paced environment with changing priorities. Must possess ability to prioritize conflicting duties and meet established deadlines.
Strong research and business writing skills preferred
Must have initiative, strive for continuous improvement and proven ability in implementing innovative ideas or business solutions
Excellence in communication and customer-facing skills
Strong oral, written and interpersonal skills
Ability to follow instructions and processes with minimal instructions
Ability to provide various oral and written reports
Completion of projects on time and within budget
Ability to perform assigned duties under frequent time pressure
Technical school certification preferred or equivalent of one (1) to three (3) years of relevant IT Help Desk or customer support experience
Must be able to obtain and maintain a valid gaming license as determined by the Maryland State Lottery and Gaming Commission for the position.
Maintain and or achieve all required OEM Certifications as directed by Management
Knowledge of relevant software and hardware systems
Experience supporting Microsoft Technologies (Office 365, Desktop Windows 10, Server 2008, Server 2010, Active Directory, SCCM, MDM) or VMWARE server virtualization technologies preferred
Understanding of ITIL IT support methodologies preferred - especially support for support of processes involving ticket creation/prioritization, documentation of problem resolutions and closing of tickets per SOP and leadership guidance
Experience with BMC Footprints support ticket management system preferred
May require additional customer-specific certifications or training as required.

Nice To Haves

A+ certification is preferred

Responsibilities

Create and/or update SOPs with other Engineers
Perform basic to occasionally moderately complex troubleshooting and repair activities typically associated in an end-user environment, including but not limited to PCs, desktops, laptops, tablets, mobile phones, kiosks and printers
Provide support to client identified VIPs
Respond to management requests including installing new PC equipment, providing end-user desk side support and other related activities
Perform/Install/Move/Add or Change (IMAC) activities
Perform all assigned desk-side support activities
Display outstanding technical and professional services skills at all times
Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
Understand and follow all documented service operations policies and procedures
Other duties or certifications may be assigned to meet business needs

Benefits

Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents.
Free Basic Life Insurance
Free Short Term & Long-Term Disability
Generous retirement savings options
Paid Time Off
Tuition Reimbursement
On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
Training and pathways for career growth
Robust Rewards & Recognition Programs
Annual Merit Based Pay Increases
Discretionary Performance Bonuses
Discretionary Service Bonuses
Free parking
Free food and discounted meals
Live! Hotel, Food & Beverage, and Entertainment Discounts