Field Support Engineer II

2 weeks ago

Kenner, Louisiana, United States Treasure Chest Casino Full time
Position Overview

SUMMARY:

The Field Support Engineer II will serve as the primary point of contact for operational and technical assistance related to the company's Information Systems and end-users. This role is essential in ensuring the seamless operation of all networked devices, including computers and printers, as well as their respective operating systems and service applications. The engineer will be tasked with maintaining the stability and reliability of all in-house computer systems, server hardware, and network services, including both wired and wireless connectivity. Collaboration with senior field engineers is crucial to deliver outstanding customer service.

KEY RESPONSIBILITIES:

  • Deliver first-line technical assistance by executing both basic and advanced troubleshooting techniques, tracking incidents, and aiding in problem resolution, including documentation and action reporting to team leaders.
  • Address alerts related to computer, network, or data security vulnerabilities promptly, focusing on high-priority outage recovery.
  • Oversee the installation, monitoring, maintenance, and optimization of all computer hardware and software within the organization's data centers and communication hubs.
  • Conduct remedial maintenance on network devices and computer systems, restoring configurations with support from senior engineers or vendor technicians.
  • Efficiently analyze and resolve hardware and software issues for computers and printers while adhering to safety and security protocols.
  • Facilitate setup and dismantling services for various events, including load-in and load-out operations.
  • Operate and troubleshoot computerized lighting systems for performance venues, creating and managing lighting setups for events.
  • Configure, program, and maintain advanced audio equipment, including mixing consoles and microphones, providing support during live performances.
  • Install and troubleshoot digital signage systems, ensuring proper functionality of displays and projectors.
  • Manage changes to traditional, digital, and IP-based phone systems, with a foundational understanding of communication technologies.
  • Provide after-hours on-call support for urgent technical issues.
  • Conduct inventory assessments of company assets, maintaining visibility of stock levels.
  • Document and track all work performed using the company’s management systems.
  • Assist in the activation and enrollment of smart devices into the Mobile Device Management System, providing initial user training.
  • Support the company’s Marketing Media Content Delivery Systems.
  • Perform additional duties as assigned, collaborating with Corporate IT teams on various projects.

ADDITIONAL DUTIES:

  • Engage in disaster recovery testing.
  • Participate in functional analysis related to hardware design and configuration.
  • Assist in the rollout of new software and hardware upgrades.
  • Execute advanced desktop engineering tasks, including imaging and deployment.
  • Provide user training utilizing company configuration management tools.
  • Evaluate product compatibility and recommend asset upgrades or replacements.

QUALIFICATIONS:

  • High School Diploma or equivalent required; an Associate's degree in Computer Science or related field preferred.
  • Minimum of two years of experience in an IT support role, or a combination of Network or Systems Engineering experience.
  • Proficiency with current Microsoft Windows Operating Systems and experience with enterprise desktop and server projects preferred.
  • Basic understanding of computer and networking fundamentals, with experience in a hospitality environment preferred.
  • Strong technical knowledge in the installation and support of computer and printer systems.
  • Excellent organizational, analytical, and troubleshooting abilities.
  • Effective communication skills, both verbal and written, with a focus on customer service.
  • Ability to multitask and maintain attention to detail.
  • Must be able to type quickly and accurately, preferably at least 50 wpm.
  • Possession of relevant certifications such as A+, Network+, or MCSA is preferred.

CONFIDENTIALITY:

All information will be kept confidential in accordance with EEO guidelines. Treasure Chest Casino is an Equal Opportunity Employer and does not discriminate against any employee or applicant based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other protected class.

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