Technical Support I

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Date: May 24, 2021

Location: Las Vegas, Nevada, US

Company: Las Vegas Sands Corp.

Position Overview:

The primary responsibility of the Technical Support Level I is to provide excellent customer service and support to LVS Internal and External guests and users. This position will be responsible for handling Level 1 incidents related to software applications, IT systems, and other related requests via the telephone and email.  All duties are to be performed in accordance with departmental and The Venetian | The Palazzo Casino, Resort’s policies, practices and procedures.

Essential Duties & Responsibilities:

  • Provide technical assistance to Team Members and Guests.
  • Create incident tickets and address Team Member and Guest issues with technical support and troubleshooting.
  • Complies with logging incidents with Incident Management.
  • Complies 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.
  • Provides 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.).
  • Consistent and regular attendance is an essential function of this job
  • Performs other related duties as assigned

Additional Duties & Responsibilities:

Company Standards of Conduct

All Venetian | Palazzo 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. Team Members are expected to behave in a manner that supports a harmonious work environment to help us deliver unmatched service to our guests and customers.

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Minimum Qualifications:

  • 21 years of age.
  • Proof of authorization/eligibility to work in the United States.
  • High school diploma or equivalent.
  • Two or four year degree preferred.
  • Must be able to obtain and maintain any certification or license, as required by law or policy for the position. 
  • Prefers six (6) months of related technical support experience.
  • One year customer service experience required.
  • ITIL Certification preferred.
  • 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 effectively in a positive/upbeat fashion utilizing English, both in spoken and written form.
  • Have interpersonal skills with focused attention to guest needs to deal effectively with all business contacts.
  • Maintain a professional, neat and well-groomed appearance adhering to Company appearance standards.
  • Maintain consistent adherence to the Venetian and Palazzo Unmatched Guest Service Standards.
  • Curiosity for learning new technologies.
  • Work varied shifts, including weekends and holidays.
  • Must have excellent communication skills and polite, professional telephone etiquette.
  • Must be able to work varied shifts, including weekends and holidays.

Physical Requirements:

Must be able to:

  • Physically access all areas of the property and drive areas.
  • Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
  • Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, team members, and outside contacts.
  • Withstand prolonged walking, standing, sitting for extensive periods, stretching, bending and kneeling without restriction.
  • Work in a fast-paced, results oriented and dynamic environment.
  • Use office equipment, including but not limited to computer, monitor, keyboard, mouse, printer, scanner, copier, fax, etc.
  • Work indoors and be exposed to various environmental factors such as, but not limited to CRT, fatigue, noise, dust, and cigarette smoke. 

Job Segment: Technical Support, Technology

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