Welcome page Returning Candidate? Log back in! Customer Support Engineer I - Philadelphia ID 2025-10654 Division General and Administration Employee Type Full-Time Non-Exempt City Philadelphia Overview

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.

 

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 with 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 activitiesAlways display outstanding technical and professional services skillsMeet 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:

Strong attention to detail.Good organization, time management and prioritization.Efficient troubleshooting abilities.Excellent communication.Knowledge 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 preferred Qualifications

Must-Haves:

Technical school certification preferred or equivalent of one (1) to three (3) years of relevant IT Help Desk or customer support experienceMust 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 ManagementA+ 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 assistancePulling and bendingRepetitive KeyboardingUse of stairs and elevators