Technical Support Engineer III
| Company | MGM Resorts International |
|---|---|
| Location | Detroit, MI, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Bachelor’s degree in information systems/technology, computer science, computer engineering or a related field.
- 1+ years of IT experience with strong knowledge of hardware, software, and networking
- Skilled with LNIX, Windows Server, core network protocols, and multi-source databases (DB2, SQL Server, Oracle)
- Familiar with enterprise and corporate systems including HR, Payroll, Inventory, Oracle Opera, InfoGenesis, IGT Gaming, Zenoti, Microsoft Dynamics, and Infinium BOH
- Proficient in Windows Server (2003–2012), Windows 7, Citrix XenApp, AIX, AS400, TCP/IP, SNMP
- Strong troubleshooting, project management, and multitasking abilities
- Knowledgeable in hotel and casino IT operations and ITIL processes
- Holds or has training toward certifications like MCSA, Microsoft, CompTIA, DCSE, HP, IBM
Responsibilities
- Plans, leads and administers technology projects, including but not limited to network and systems projects.
- Monitors/takes action on all advanced systems or network issues and escalated/high priority incidents while working cooperatively with the Corporate IT department and vendors to facilitate correction of incidents and problems during regular business hours and weekly live events.
- As subject matter expert on system and network technologies, identifies/troubleshoots issues, sets priorities in incident resolutions, resolves/repairs advanced system/network problems, and makes recommendation on problem resolution for issues for wide-scale or prevailing/ongoing issues.
- Partners with Corporate and Regional IT teams to facilitate process alignment, implement data center equipment standards, creating standard processes, and installing servers, storage, networking and other technology equipment throughout the property.
- Performs troubleshooting and preventive maintenance on servers, network devices, and other infrastructure devices in the data center, IT closets, and across property. Installs service releases and performs routine maintenance on desktop applications.
- Collects performance data from network devices and system components such as file and print servers, applications servers, storage devices, and other systems in the data center or IT closets, in support of evaluation of incidents and execution of problem resolution; corrects and implements solutions or escalates to IT leadership, as needed.
- Create technical documents, includes procedural and policies; ensures a full set of documentation for all systems and networks are updated and maintained, as required.
- Answers inquiries in person and via telephone, e-mail, and voicemail concerning the use of computer hardware and software.
- Updates the shift report daily to include required information updates and to reflect significant activities that occurred during the shift.
- Promotes and maintains the highest level of customer service to all guests while staying alert to their needs.
- Responds effectively to guest inquiries related to MGM providing excellent guest service.
- Resolves guest complaints within scope of authority; otherwise refers the matter to management.
Preferred Qualifications
- Familiar with enterprise and corporate systems including HR, Payroll, Inventory, Oracle Opera, InfoGenesis, IGT Gaming, Zenoti, Microsoft Dynamics, and Infinium BOH
- Holds or has training toward certifications like MCSA, Microsoft, CompTIA, DCSE, HP, IBM