Customer Support Engineer I - Greensburg
About The Position
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. Working to resolve customer issues is our first priority. This is an introductory position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment. The Customer Support Engineer I is the first point of contact for all issues reported by both external and internal customers. This position requires strong communication skills and both technical and customer service skills to diagnose and resolve the issue.
Requirements
- Maintain and or achieve all required OEM Certifications as directed by Management
- Knowledge of relevant software and hardware systems
- Must be able to obtain and maintain a valid gaming license as determined by the State Gaming Agency for the position.
- Technical school certification preferred or equivalent of one (1) to three (3) years of relevant IT Help Desk or customer support experience
Nice To Haves
- A+ certification is preferred
- 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
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
