Sr IT Field Engineer

Boyd Gaming•Las Vegas, NV

About The Position

The Sr IT Field Engineer provides engineering support to operational and technical support teams for Field Engineering and the company’s information systems and system users. The role monitors, maintains, provisions where applicable, and supports networked computers and servers, operating systems, and gaming and nongaming service applications. It is responsible for the stability and integrity of in-house computer and server hardware and software, IP voice, data, video, and wired and wireless network services, including LAN connectivity and low-voltage services, and coordinates with IT Operations Center systems and network engineers to provide customer support. The position provides technical leadership, oversight, training, and mentorship to Field Engineers, as well as advanced troubleshooting and resolution for escalated incidents and problems. It also supports network infrastructure, desktops, phones, mobile devices, digital signage, and marketing media content delivery systems. The role contributes to event production through setup and teardown and the operation of lighting and sound systems, and provides scheduled and escalated on-call support. In collaboration with Corporate IT teams, the engineer participates in disaster recovery testing, technical analysis and planning, system implementations and upgrades, desktop engineering, and asset lifecycle management.

Requirements

High school diploma or equivalent required.
Five years of experience in an IT support position, preferred, or a combination of Network or Systems Engineering experience and the listed experience alternatives.
Advanced server, computer networking, and client-server experience in a resort hotel casino environment preferred.
Proficiency managing Active Directory objects for users and computers.
High technical knowledge of installation and connectivity of computer and printer systems, including configuration, maintenance, and support of new and existing solutions.
Strong organizational, analytical, and troubleshooting skills.
Knowledge of advanced computer and multifunction printer operation and related support and troubleshooting techniques.
Ability to type quickly and accurately, preferably at least 50 words per minute.
Exceptional customer service, verbal and written communication, interpersonal, and telephone etiquette skills; adoption of company core values.
Highly organized, detail-oriented, and able to multitask effectively.
Proficiency with current Microsoft Server operating systems and various Microsoft Server operating systems, including current Office Suite applications.
Demonstrated exceptional-level decision making, concern for quality, customer service, results achievement, analytical thinking, problem solving, communication, and team leadership.
Ability to acquire a gaming license, as required.

Nice To Haves

Associate of Applied Science degree in a computer science discipline or comparable level of experience.
Five years of applied experience with current Microsoft Windows operating systems.
Five years of experience working on large-scale infrastructure, enterprise desktop, and server-related projects.
Prior experience with Cisco Ethernet Switches suite of products.
A+ certification.
Network+, Cisco Certified Technician, or CCNA certification.
MCSA or MCSE certifications.
ITIL V3 Awareness.
Familiarity with VGA, DVI, HDMI, and Multicast.

Responsibilities

Provide engineering support to operational and technical support teams, information systems, and system users.
Monitor, maintain, provision where applicable, and support networked computers and servers, operating systems, and gaming and nongaming service applications.
Ensure the stability and integrity of computer and server hardware and software, IP voice, data, video, wired and wireless networks, LAN services, connectivity, and low-voltage services.
Liaise with IT Operations Center systems and network engineers to provide customer service.
Provide team leadership, technical oversight, on-the-job training, and mentorship to Field Engineers, with emphasis on career advancement.
Provide advanced support to first- and second-level Field Engineers, including incident troubleshooting and tracking, escalated problem resolution, root cause analysis, product research, fault isolation, follow-up, and documentation and action reports.
Identify, prevent, and resolve network, server, and computer hardware and software failures, including restoring configurations with IT Operations Center or vendor support.
Authorize vendor remote access and confirm that access is properly disconnected when support is complete.
Follow safety guidelines and security precautions; respond to computer, network, and data security vulnerability alerts and participate in IT Event Management communications for high-priority outage restoration.
Analyze and resolve computer and printer hardware and software problems.
Provide setup and teardown for local, regional, and national performing acts, including load-in, load-out, and set construction.
Operate and troubleshoot computerized lighting systems for stage and industrial areas, and create and control lighting for local and regional acts.
Configure, program, maintain, and operate sound equipment, including mixing boards, amplifiers, audio processors, and wired and wireless microphone systems, providing front- and back-of-house support during performances.
Install and troubleshoot digital signage systems, including indoor and outdoor displays, video walls, projectors, monument signs, and pylon signs.
Perform moves, adds, and changes on traditional, digital, and IP-based phone and voicemail systems.
Record, monitor, track, and document work using the company tracking system.
Certify, test, and terminate network cabling using company tools and test equipment, and identify substandard terminations for repair.
Provide scheduled and escalated on-call support for after-hours issues and resolution.
Install, upgrade, monitor performance, maintain, support, and optimize network hardware, software, and communication links in property data centers, communications closets, and training or production environments containing IT assets.
Provide advanced support for the company’s Marketing Media Content Delivery Systems.
Inventory company assets and document stock levels for department visibility.
Monitor and maintain computer and user accounts to ensure appropriate access to software and network applications under company policies and procedures.
Coordinate installations with departments and provide status updates to property teams and management.
Activate and deactivate smart devices, program and enroll them in the company Mobile Device Management System, and provide initial and advanced user training.
Execute and participate in disaster recovery testing in collaboration with Corporate IT functional teams.
Participate in functional and empirical analysis related to the design, development, planning, and configuration of networking, hardware, and software.
Execute implementations and rollouts of networking, hardware, software upgrades, and tools used to track and collect computer organizational units.
Perform advanced desktop engineering functions, including image setup, deployment or moves, user training, and support using company configuration management tools and applications.
Assess product compatibility and flexibility; recommend asset replacement, upgrades, or retirement; and coordinate end-of-life disposal with approved recycling companies according to applicable laws and regulations.
Perform other duties as required.