Welcome page Returning Candidate? Log back in! Customer Support Engineer I - Bossier City Requisition Post Information* : Posted Date 4 weeks ago(9/10/2024 6:00 AM) Requisition ID 2024-8759 # of Openings 1 Job Locations US-LA-Bossier City Department Information Technology Overview

Why We Need Your Talents:

At Live! we pride ourselves in our exceptional people.   Our Team Members are the foundation of our success and truly the most valuable part of the Live! brand

 

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 first priority. This is an introductory position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.

 

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.

Responsibilities

Where You'll Make an Impact:

Create and/or update SOPs with other EngineersPerform 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 printersProvide support to client identified VIPsRespond to management requests including installing new PC equipment, providing end-user desk side support and other related activitiesPerform/Install/Move/Add or Change (IMAC) activitiesPerform all assigned desk-side support activitiesDisplay outstanding technical and professional services skills at all timesMeet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelinesProactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repairUnderstand and follow all documented service operations policies and proceduresOther 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 skillsWe 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 tasksDemonstrate the ability to collaboratively work as part of a team, both within and outside the department on a daily basisFlexibility 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 preferredMust have initiative, strive for continuous improvement and proven ability in implementing innovative ideas or business solutionsExcellence in communication and customer-facing skillsStrong oral, written and interpersonal skillsAbility to follow instructions and processes with minimal instructionsAbility to provide various oral and written reportsCompletion of projects on time and within budgetAbility to perform assigned duties under frequent time pressure Qualifications

Must-Haves:

Technical school certification preferred or equivalent of one (1) to three (3) years of relevant IT Help Desk or customer support experienceMaintain and or achieve all required OEM Certifications as directed by ManagementA+ certification is preferredKnowledge of relevant software and hardware systemsExperience supporting Microsoft Technologies (Office 365, Desktop Windows 10, Server 2008, Server 2010, Active Directory, SCCM, MDM) or VMWARE server virtualization technologies preferredUnderstanding 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 guidanceExperience with BMC Footprints support ticket management system preferredMay require additional customer-specific certifications or training as required.You will be exposed to an alcohol and smoking environment and must be able to work in such environment. Must have the ability to secure and maintain licensure as required by Louisiana Gaming Control Board or any other applicable regulatory entity as may be required to perform assigned duties, or as required by Live’s operating standards.

 

Physical Requirements:

Sitting 25%Walking 50%Standing 25%Lifting up to 60 lbs. 60 – 100 with assistancePulling and bendingRepetitive KeyboardingUse of stairs and elevators