Market Engineer I

Caesars Entertainment•South Lake Tahoe, CA

10d•Onsite

About The Position

The Market Engineer I provides first-level technical support for desktop devices, including computers, laptops, printers, scanners, keyboards, mice, card swipes, card embossers, point-of-sale terminals, and PC-based kiosks. The role also supports telephones and related installations and may assist with audio and video system setups. It performs problem determination and resolution and records reported IT trouble situations. The position supports gaming and host-platform hardware and software, system and network operations, production programs, files, and databases. It coordinates installations and changes with vendors and users under the IT change-control process, helps maintain system performance and security, and contributes to infrastructure projects and technology evaluations. The role works with management, Enterprise IT, project teams, and vendors to resolve problems, maintain enterprise standards, and support current and future infrastructure needs. Work schedules may change regularly. The role includes on-call support duties, requiring the employee to be reachable, able to connect by VPN, and able to respond to the property on short notice. The employee must be able to obtain and maintain a jurisdictional gaming license and comply with regulatory, company, and department policies.

Requirements

1–3 years of work experience in a technical support environment supporting multiple high-end computer systems.
General understanding of production operating systems, transaction-processing systems, relational database architecture, wide- and local-area networks, communication protocols, real-time systems, mission-critical gaming systems, IT industry standards, and computer terminal equipment.
Associate degree in a computer-science-related field or equivalent experience in a multiple Host Platform technical-support environment.
Literacy and fluency in English.
Ability to obtain and maintain a jurisdictional gaming license.
Intermediate-to-advanced technical and troubleshooting skills in desktop environments and related hardware and software.
Ability to be trained to support various desktop configurations.
Intermediate knowledge of user environments.
Demonstrated communication skills.
Intermediate-to-advanced analytical and problem-solving skills.
Good customer-service skills.
Ability to work schedules that may change regularly.
Availability and ability to provide on-call support, including being reachable, using VPN, and responding to the property on short notice.
Strong organization, attention to detail, and ability to perform multiple tasks at once.
Ability to maintain a pleasant and enthusiastic demeanor.
Ability to demonstrate integrity and recognize standards required in a regulated business.
Ability to act as a role model and represent Caesars Entertainment positively.
Ability to adhere to regulatory, company, and department policies and procedures.

Nice To Haves

Very strong personal-computing skills are recommended.

Responsibilities

Provide technical problem-solving and resolution support.
Work with management and Enterprise IT to resolve complex business, computer-system, and data-communication problems.
Install, upgrade, and maintain gaming hardware and software products.
Plan and coordinate hardware installations, changes, and updates with vendors and users in accordance with the IT Change Control Process.
Administer and control updates and changes to production programs, files, and databases.
Recommend application design changes to management and Enterprise IT to maximize resources.
Plan, schedule, and load Host Platform operating-system versions and related vendor patches or temporary fixes as defined in the Product Support Agreement.
Provide first- or second-level problem determination, isolation, and recovery support for Host Platform computer systems.
Update, direct, and escalate problems for final resolution; analyze and recommend tools and service aids for system and network operation and problem determination.
Report technical research, system-performance, and problem-resolution results to upper management.
Collect and analyze system data for technical-design quality assurance and system performance; adjust system parameters to improve performance.
Administer systems and tools used to analyze and secure computer programs and database files for audit and regulatory compliance.
Assist in researching, evaluating, and supporting new hardware and software technologies to improve productivity and resource use.
Support planning by communicating with project and product teams and vendors, and contribute to engineering processes and HIT project-management methodologies.
Recommend changes to improve system implementations and modifications.
Follow system-management criteria, policies, and procedures, and practice and enforce change control.
Ensure enterprise standards are followed during implementations and infrastructure resources meet user expectations, including anticipated project and growth needs.
Provide consistent support for existing infrastructure and programs, adjusting services, products, and support as needed.
Analyze infrastructure for unsatisfactory or unusual operating conditions.
Build product knowledge and understand product direction through vendor interaction; use vendor resources to resolve issues efficiently.
Attend relevant HET- and vendor-provided training and pursue training to maintain and enhance capabilities.
Provide on-call support, remain reachable, connect through VPN, and respond to the property on short notice when required.
Adhere to regulatory, company, and department policies and procedures and uphold the expected standards of conduct.