Customer Support Engineer I - Philadelphia

Why We Need Your Talents:

As a Customer Support Engineer I, you are 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.

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 priority. This is an introductory position that performs tasks related to repairing various technology-based products typically associated in an end-user computing environment.

Where You'll Make an Impact:

Create and/or update SOPs with other Engineers

Perform basic to occasionally moderately complex troubleshooting and repair activities typically associated with 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

Always display outstanding technical and professional services skills

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

Skills to Help You Succeed:

Strong attention to detail.

Good organization, time management and prioritization.

Efficient troubleshooting abilities.

Excellent communication.

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

Must-Haves:

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

A+ certification is preferred

May require additional customer-specific certifications or training as required.

Physical Requirements:

Sitting 25%

Walking 50%

Standing 25%

Lifting up to 60 lbs. 60 – 100 with assistance

Pulling and bending

Repetitive Keyboarding

Use of stairs and elevators

Full-Time Non-Exempt