IT Field Engineer II

Boyd Gaming•Las Vegas, NV

10d•Onsite

About The Position

Provides second-level field engineering support for Company information systems, technology assets, and system users across assigned properties. Independently resolves escalated incidents and maintains network, server, endpoint, voice, audiovisual, and related services, escalating complex or high-risk issues to Senior Field Engineers, Corporate IT teams, or vendors. Ensures reliable service, secure access, accurate documentation, and responsive customer support.

Requirements

High school diploma or equivalent.
Three years of progressively responsible IT support experience, or an equivalent combination of network, systems, endpoint, or field engineering experience.
Applied experience supporting current Microsoft Windows environments and enterprise desktop, peripheral, network, or server technologies.
Working knowledge of endpoint, printer, network, server, cabling, telephony, mobile-device, and related support fundamentals.
Ability to install, configure, maintain, troubleshoot, and document supported technology solutions and to recognize when escalation is required.
Proficiency with Microsoft Office applications and service-management or work-tracking systems.
Ability to create timely, accurate technical records, service notes, and user communications.
Demonstrated analytical thinking, problem solving, sound decision making, attention to quality, organization, and ability to manage competing priorities.
Strong customer service, interpersonal, verbal, written, and telephone communication skills consistent with Company core values.
Ability to lift up to 25 pounds, as required, to perform the essential functions of the position.

Nice To Haves

Associate degree in computer science, information technology, or a related discipline.
Experience in a resort, hotel, casino, entertainment, or other continuously operating environment.
Current, role-relevant certifications such as CompTIA A+ or Network+, Cisco Certified Support Technician or CCNA, Microsoft role-based credentials, or current IT service-management training.
Experience supporting digital signage, audiovisual systems, IP-based voice technologies, or structured cabling, when applicable to the assigned property.

Responsibilities

Provide second-level support for escalated incidents involving computers, printers, networks, servers, applications, and connected technology assets.
Troubleshoot incidents, isolate faults, support root-cause analysis, restore service, and document actions and outcomes in the Company tracking system.
Respond to high-priority outages and security vulnerability alerts at property and regional levels; communicate status and escalate complex or high-risk issues appropriately.
Provide scheduled on-call and after-hours emergency support in accordance with departmental procedures.
Install, monitor, maintain, upgrade, and restore network, server, computer, printer, and communication hardware and software within production, training, datacenter, and communications-closet environments.
Terminate, test, and troubleshoot network cabling using Company-provided tools and test equipment.
Perform computer imaging, configuration, deployment, and replacement; support software upgrades and technology rollouts in coordination with Corporate IT teams.
Administer computer and user accounts, permissions, and vendor remote access in accordance with Company security policies; verify access removal or disconnection when work is complete.
Activate, configure, and enroll mobile devices in the Company mobile device management system and provide user support and training.
Perform moves, additions, and changes for supported telephone and voicemail systems, including legacy, digital, and IP-based technologies.
Install, configure, and troubleshoot digital-signage and media-delivery systems, including indoor and outdoor displays, video walls, projectors, monument signs, and pylon signs.
Where assigned, set up, operate, troubleshoot, and dismantle stage lighting, sound, microphone, processing, and related performance-support equipment for local, regional, or national acts.
Maintain complete, timely, and accurate incident, service, configuration, and action-report documentation.
Inventory Company technology assets, document stock levels, and recommend replacement, upgrade, or retirement based on compatibility, reliability, and business need.
Participate in disaster-recovery testing, technology evaluations, hardware planning, and implementation activities under the guidance of Corporate IT functional teams.
Provide technical guidance, on-the-job training, and mentoring to Engineer I team members without direct supervisory authority.
Coordinate with Senior Field Engineers, the IT Operations Center, Corporate IT teams, vendors, and property stakeholders to restore service and deliver reliable customer support.
Follow all Company safety, security, regulatory, and technology-control requirements and perform other duties as assigned.
Regular attendance and timeliness.
Ability to interact and respond to diverse types of customers with friendliness, empathy, patience, and genuine care.
Maintaining a calm and professional demeanor when dealing with frustrated/demanding customers or other tense situations.
Ability to proactively notice and address issues early before they escalate, cause customer frustration, or negatively impact customer experience.
Ability to stay composed and adjust quickly to changing or unexpected conditions so customers still receive excellent service.