Customer Support Engineer Supervisor - Full-Time - Maryland
$57,682–$57,682 year
On-siteHanover, Maryland, United States
Job Summary
Supervise and monitor Tier II engineers while coordinating between Customer Support Engineers, Analysts, and vendors to troubleshoot systems issues. Perform basic to complex troubleshooting and repair activities for PCs, laptops, and printers, including Install/Move/Add/Change tasks and desk-side support for client VIPs. Create and update SOPs, respond to change management requests, and proactively communicate repair status and estimates to end-users. Meet established customer service satisfaction metrics and operational guidelines. Work 24/7 shifts in a high-energy casino environment with access to comprehensive health benefits, tuition reimbursement, and annual merit increases.
Required Qualifications
- Typically requires technical school certification or equivalent of three (3) to five (5) years of relevant experience
- Ideally has Microsoft Office 365/and/or Active Directory administration experience
- 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 have the flexibility to work different shifts as required
- Ability to demonstrate professional, mature, positive and self-confidence in accomplishing daily tasks
- Demonstrates the ability to work as part of a team, both within and outside the department on a daily basis
- Proven ability in implementing innovative ideas or business solutions
- Maintain and/or achieve all required OEM certification as directed by Management
- Knowledge of relevant software and hardware systems
- Understanding of ITIL methodologies
- Must be able to comply with all state gaming regulations, which may include obtaining a license
- Must be able to sit in an extensive time and walk
- Must be able to lift 40lbs
Desired Qualifications
- Must have interpersonal, communication and technical skills to provide 'White Glove' technical support for our senior executives
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