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About the Role

Seminole Hard Rock Support Services provides Information Technology Services for Seminole Gaming, Hard Rock International and their subsidiaries and/or franchisees. The ideal candidate must possess excellent verbal and written communication skills, excellent telephone skills, strong problem solving skills, detail oriented and the ability to work independently with little supervision.

Responsibilities

Monitor systems and respond to system alerts.
Answer calls received at the Service Desk and address emails received into the operational mailbox.
Install software on computers and troubleshoot application and network issues in a multi domain Active Directory environment across a global WAN.
Create system and application accounts.
Send emails reporting system outages and/or updates when system outages occur.
Update the notes in the ticket and escalate cases according to established guidelines.
Answer phone calls coming into the IT Operations Center.
Provide level I / II support and achieve a first call resolution rate greater than or equal to 70%.
Log calls into the Service Now IT Service Management ticketing system.
Communicate status of requests to customers, as needed.
Log and dispatch incidents and support requests.
Monitor and process tickets from the ticketing system and e-mail queue.
Monitor, interpret and address system events displayed in the NOC.
Create and maintain active directory and other application accounts.
Maintain departmental knowledge base and contribute to current documents.
Escalate incidents to senior technicians and management as required.
Open requests for service with 3rd party service providers.
Communicate major incident to impacted parties and send outage alerts.
Operate and exercise procedures according to established operational policies and procedures.

Requirements

Must be available to work different shifts that will include nights and weekends.
Two or more years of professional experience in pc/server/network architecture and operations.
Proficient in the support of Windows7 and Windows 10 operating systems.
Proficient in the support of Office 2016 and Office 365.
Two or more years of professional experience with Gaming systems, POS, Hotel PMS, ERP and audio video systems.

Skills

Excellent verbal and written communication skills
Excellent telephone skills
Strong problem solving skills
Detail oriented
Ability to work independently with little supervision
Active Directory
Service Now IT Service Management ticketing system
Windows 7
Windows 10
Office 2016
Office 365

Experience Level

A minimum of two years of experience in the IT industry required
Two or more years of professional experience in pc/server/network architecture and operations.
Two or more years of professional experience with Gaming systems, POS, Hotel PMS, ERP and audio video systems.

Education Level

A bachelor’s degree in computer science, or equivalent related technical experience preferred.
A+, N+ or MCP certifications preferred.
ITIL certified preferred.

Benefits

Comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance.
Benefits may vary with employment status.

About the Company

Seminole Hard Rock Support Services provides Information Technology Services for Seminole Gaming, Hard Rock International and their subsidiaries and/or franchisees.