TECHNICAL SUPPORT II

Position Overview:

The primary responsibility of the Technical Support II is to provide excellent guest service and support to The Venetian | The Palazzo Casino Resort’s Internal and External Guests and users. This position will be responsible for handling Level 2 incidents related to software applications, IT systems, and other related requests via the telephone and email as well as escalation incidents by Level 1. 

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices and procedures

Essential Duties & Responsibilities:

• Address and resolve basic to advance incidents and requests as well as handle escalation incidents. 
• Manage and review Ticketing System queue, verify and enter quality information into tickets and appropriately capture data; complete follow-up and follow-through on Incidents and Request. 
• Verify all information and data is captured and troubleshooting procedures are followed prior to escalating incident tickets to supporting IT teams. 
• Contribute to self-help knowledge bases and documents, typical requests and incidents, resolutions, work-around and standard operating procedures. 
• Mentor, support, and cross-train other Service Desk Technicians.  
• Produce plans and coordinate maintenance and upgrades in support of the infrastructure and customers.  
• Improve deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact and escalation by Level 1. 
• Provide technical assistance to Team Members and Guests. 
• Create incident tickets and address Team Member and Guest issues with technical support and troubleshooting. 
• Comply with logging incidents with Incident Management. 

Additional Duties & Responsibilities:

• Comply with documentation guideline for proper ticket writing and troubleshooting. 
• Monitor systems located in the computer room. 
• Utilize every asset and attempt (exhaust all resources) to assist callers over the phone. 
• Be available and flexible in schedule of work hours for mandatory meetings or emergency shift adjustments. 
• Provide ideas and suggestions for new products, services, technology and processes to ensure VCR’s competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment. 
• Provide exceptional customer service by consistently demonstrating professionalism in phone demeanor and interaction with our Team Members and Guests. 
• Maintain a clean and organized appearance and work space. 
• Assess, evaluate and review technical operation of systems. Escalate incidents to appropriate support teams. 
• Facilitate and/or participate in Incident Management process. 
• Execute business communication on system planned maintenance, incident status notifications (initial notification, resolution, details etc.). 
• Safety is an essential function of this job. 
• Consistent and regular attendance is an essential function of this job. 
• Performs other related duties as assigned

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Company Standards of Conduct 

All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.   

Minimum Qualifications:

• High school diploma or equivalent required.  Associate’s or Bachelor’s degree in similar disciplines highly preferred
• CompTIA A+ certification or ITIL Certification preferred
• At least a minimum of one-year of related technical support experience supporting computers systems, peripheral components and hardware, Active Directory and AS400 (iSeries) User access support
• Two (2) years of customer service experience
• Experience with intermediate to advanced PC computer knowledge including MS Office applications
• Basic knowledge and understanding of Incident Management, Service Delivery and Time Tracking
• In-depth knowledge of Windows operating systems strongly desired
• Ability to diagnose problems by reading log files and using network or application diagnostics tools
• Strong analytical and problem solving skills
• Ability to communicate clearly and effectively in English, both in spoken and written form
• Must have polite, professional telephone etiquette
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience
• Must be able to obtain and maintain Nevada Gaming Control Board registration and any other certification or license, as required by law or policy
• Proof of authorization/eligibility to work in the United States
• Must be 21 years of age or older

Physical Requirements:

• Lift or carry 30 pounds, unassisted, in the performance of specific tasks, as assigned. 
• Physically access all areas of the property and drive areas with or without a reasonable accommodation. 
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts. 
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts. 
• Ability for prolonged periods of time to walk, stand, stretch, bend and kneel. 
• Work in a fast-paced and busy environment. 
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke