Customer Support Engineer I - Maryland

Why We Need Your Talents:

The Customer Support Engineer I plays a vital role in ensuring seamless technology experiences that support both our guests and team members at Live! Casino & Hotel. As the first point of contact for technical support, you combine strong customer service with hands‑on technical expertise to quickly diagnose and resolve issues across a variety of systems and devices. Your ability to deliver clear communication, reliable solutions, and professional service helps maintain operational efficiency and minimizes disruptions in our fast‑paced environment. Through your responsiveness, problem‑solving mindset, and commitment to excellence, you contribute to a smooth, connected, and high‑performing technology experience that supports the success of the Live! brand.

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 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

Skills to Help You Succeed:

• Demonstrated experience in providing professional customer service in an IT support environment with an increasing acumen for strong technical problem solving skills
• We are a 24/7/365 business. Candidates need to have reasonable schedule flexibility and be aware that they may need to provide rotational after-hours support.
• Ability to demonstrate a professional, mature, positive attitude and self-confidence in accomplishing daily tasks
• Demonstrate the ability to collaboratively work as part of a team, both within and outside the department on a daily basis
• Flexibility and ability to work within a high growth, high stress, and fast-paced environment with changing priorities.  Must possess ability to prioritize conflicting duties and meet established deadlines.
• Strong research and business writing skills preferred
• Must have initiative, strive for continuous improvement and proven ability in implementing innovative ideas or business solutions
• Excellence in communication and customer-facing skills
• Strong oral, written and interpersonal skills
• Ability to follow instructions and processes with minimal instructions
• Ability to provide various oral and written reports
• Completion of projects on time and within budget
• Ability to perform assigned duties under frequent time pressure

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

Physical Requirements:

• 25% Sitting
• 25% Standing
• 50% Walking
• Lifting up to 60 lbs. 60 – 100 with assistance
• Pulling and bending
• Repetitive Keyboarding

Working Conditions:

• 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.

Perks We Offer You

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members may include:
  • Free Basic Life Insurance
  • Free Short Term & Long-Term Disability
  • Generous retirement savings options
  • Paid Time Off
  • Tuition Reimbursement
• On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
• Training and pathways for career growth
• Robust Rewards & Recognition Programs
• Annual Merit Based Pay Increases
• Discretionary Performance Bonuses
• Discretionary Service Bonuses
• Free parking
• Free food and discounted meals
• Live! Hotel, Food & Beverage, and Entertainment Discounts

Life at Live!

Individuals chosen to be part of the Live! Team can expect:

• To be part of an exciting experience unlike any other in the market.
• To be given the power and responsibility to put service and community first.
• To come together as a strong team, while valuing and celebrating our diversity.
• To be given the tools, resources, and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.