Technology Support Engineer

Job Description:

Position Overview

The primary responsibility of the Technology Support Engineer is to provide our internal and external partners with high-quality desk-side service, technical support, and troubleshooting assistance. This enables them to perform their related responsibilities to the best of their abilities. The responsibilities include the support of PC hardware and software to install, maintain, and repair computers, devices, peripherals, and networks to ensure that effective technology is in place and used to its maximum capabilities for the organization. This requires personal interaction, excellent customer service, strong PC and network troubleshooting abilities, and a commitment to quality work and complete resolution of the reported issues. This position requires someone well-versed in computers and networks to manage security configurations and software to maintain privacy and protection from malicious activity. This role requires high energy and the ability to provide effective technical support to assist users with the operation and use of technology. 

All duties are to be performed in accordance with departmental and Las Vegas Sands Corp.’s policies, practices, and procedures. All Las Vegas Sands Corp. 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.

Essential Duties & Responsibilities

• Support the IT Operations function with its primary goals of Run, Maintain and Sustain.

• Responsible for handling incidents related to computers, software applications, network connectivity, mobile devices, and other related technology.

• Manage a queue of requests, accurately enter information into ticketing system(s) and complete follow-up on incidents and requests.

• Set up hardware and configure software and peripherals.

• Maintain and repair technology equipment (PCs, printers, phones, audio-video systems, etc.).

• Follow prescribed troubleshooting procedures, manage communications, and escalate appropriately to supporting IT teams.

• Perform operating system installation, upgrade, configuration, and security patch deployments using enterprise software distribution platforms.

• Champion collaboration across IT and business functions.

• Independently contribute to team objectives.

• Mentor, support, and cross-train other Technology Support Engineers and Service Desk Technical Analysts.

• Monitor systems for availability, capacity, and performance utilizing monitoring tools and dashboards.

• Contribute suggestions for new products, services, and processes to ensure best in class customer service.

• Contribute to self-service knowledgebase, operational procedures, and documents.

• Consistently demonstrate professionalism in all interactions.

• Execute business communication on system planned maintenance, incident status notifications and other customer communications.

• Perform physical implementation and changes in coordination with IT Services provider and in adherence with change approval process where applicable.

• Perform job duties in a safe manner.

• Attend work as scheduled on a consistent and regular basis.

• Perform other related duties as assigned.

Minimum Qualifications

• At least 21 years of age.

• Proof of authorization to work in the United States.

• Bachelor’s degree in information technology, computer science, or a related field (or equivalent experience).

• Must be able to obtain and maintain any certification or license, as required by law or policy.

• CompTIA A+ certification or ITIL certification preferred.

• Understanding of ITIL and IT Service Management.

• 5 years of diverse technical support experience with PCs, networks, mobile devices, peripherals, and user account management.

• Proven experience professionally engaging with stakeholders across all levels of the organization, including peers and executive leadership.

• Ability to work varied shifts, including nights, weekends, and holidays.

• Expertise in Windows, MAC, and Linux operating systems, Active Directory, and productivity applications.

• Expertise in WIFI configuration, conference room A/V technologies, physical access controls, connectivity to cloud services, internet circuit, identity administration and permission.

• Good knowledge of internet security and data privacy principles.

• Attention to details: excellent organizational and time management skills.

• Strong analytical and problem-solving skills.

• Strong communicator who can explain complex technical concepts to both IT management and business stakeholders in a consumable fashion.

• Demonstrated experience building cross-functional partnerships.

• Willing to work with remote teams in different geographies and time zones.

• Effective written and verbal communication skills in English.

• Strong interpersonal skills with the ability to communicate effectively and interact appropriately with management, other Team Members and outside contacts of different backgrounds and levels of experience.  

Physical Requirements

Must be able to:

• Lift or carry 30 pounds, unassisted, in the performance of specific tasks, as assigned.

• Physically access assigned workspace areas with or without a reasonable accommodation.

• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, and dust.

• Utilize laptop and standard keyboard to perform essential functions of the job.