IT Field Engineer II

Job Description

Provides second-level field engineering support for Company information systems, technology assets, and system users across assigned properties. Independently resolves escalated incidents and maintains network, server, endpoint, voice, audiovisual, and related services, escalating complex or high-risk issues to Senior Field Engineers, Corporate IT teams, or vendors. Ensures reliable service, secure access, accurate documentation, and responsive customer support.

Technical Support and Incident Resolution

• Provide second-level support for escalated incidents involving computers, printers, networks, servers, applications, and connected technology assets.
• Troubleshoot incidents, isolate faults, support root-cause analysis, restore service, and document actions and outcomes in the Company tracking system.
• Respond to high-priority outages and security vulnerability alerts at property and regional levels; communicate status and escalate complex or high-risk issues appropriately.
• Provide scheduled on-call and after-hours emergency support in accordance with departmental procedures.

Infrastructure, Endpoint, and Access Support

• Install, monitor, maintain, upgrade, and restore network, server, computer, printer, and communication hardware and software within production, training, datacenter, and communications-closet environments.
• Terminate, test, and troubleshoot network cabling using Company-provided tools and test equipment.
• Perform computer imaging, configuration, deployment, and replacement; support software upgrades and technology rollouts in coordination with Corporate IT teams.
• Administer computer and user accounts, permissions, and vendor remote access in accordance with Company security policies; verify access removal or disconnection when work is complete.
• Activate, configure, and enroll mobile devices in the Company mobile device management system and provide user support and training.

Voice, Audiovisual, and Digital Media Support

• Perform moves, additions, and changes for supported telephone and voicemail systems, including legacy, digital, and IP-based technologies.
• Install, configure, and troubleshoot digital-signage and media-delivery systems, including indoor and outdoor displays, video walls, projectors, monument signs, and pylon signs.
• Where assigned, set up, operate, troubleshoot, and dismantle stage lighting, sound, microphone, processing, and related performance-support equipment for local, regional, or national acts.

Documentation, Assets, and Collaboration

• Maintain complete, timely, and accurate incident, service, configuration, and action-report documentation.
• Inventory Company technology assets, document stock levels, and recommend replacement, upgrade, or retirement based on compatibility, reliability, and business need.
• Participate in disaster-recovery testing, technology evaluations, hardware planning, and implementation activities under the guidance of Corporate IT functional teams.
• Provide technical guidance, on-the-job training, and mentoring to Engineer I team members without direct supervisory authority.
• Coordinate with Senior Field Engineers, the IT Operations Center, Corporate IT teams, vendors, and property stakeholders to restore service and deliver reliable customer support.
• Follow all Company safety, security, regulatory, and technology-control requirements and perform other duties as assigned.

Qualifications

Required Education and Experience

• High school diploma or equivalent.
• Three years of progressively responsible IT support experience, or an equivalent combination of network, systems, endpoint, or field engineering experience.
• Applied experience supporting current Microsoft Windows environments and enterprise desktop, peripheral, network, or server technologies.

Required Technical Capabilities

• Working knowledge of endpoint, printer, network, server, cabling, telephony, mobile-device, and related support fundamentals.
• Ability to install, configure, maintain, troubleshoot, and document supported technology solutions and to recognize when escalation is required. •
• Proficiency with Microsoft Office applications and service-management or work-tracking systems.
• Ability to create timely, accurate technical records, service notes, and user communications.

Required Competencies

• Demonstrated analytical thinking, problem solving, sound decision making, attention to quality, organization, and ability to manage competing priorities.
• Strong customer service, interpersonal, verbal, written, and telephone communication skills consistent with Company core values.

Preferred Qualifications

• Associate degree in computer science, information technology, or a related discipline.
• Experience in a resort, hotel, casino, entertainment, or other continuously operating environment.
• Current, role-relevant certifications such as CompTIA A+ or Network+, Cisco Certified Support Technician or CCNA, Microsoft role-based credentials, or current IT service-management training.
• Experience supporting digital signage, audiovisual systems, IP-based voice technologies, or structured cabling, when applicable to the assigned property.

Tools and Equipment

• Computers, tablets, telephones, wireless devices, hand tools, cable and tone test equipment, and other approved diagnostic tools.
• Ability to obtain and maintain a gaming license, when required.

Work Location, Travel, and Additional Responsibilities

Team members will be assigned a designated home location that will serve as their primary work site based on business and operational requirements. This designation is intended to support the effective delivery of day-to-day operations across the organization. In addition to performing duties at their assigned home location, employees may be required to provide support at other Company locations within a 25-mile radius of their primary work site, as business needs dictate. Such support may include, but is not limited to, the following:

• Providing ongoing operational, technical, and administrative support as directed by management.
• Supporting the planning, implementation, and execution of projects, installations, system upgrades, and other approved business initiatives.
• Assisting at other Company locations during periods of increased workload, staffing shortages, or other operational needs.

The Company reserves the right to reassign team members to another Company property, location, or work site on a temporary or permanent basis based on business, operational, staffing, or organizational needs. Any such reassignment will be determined at the Company's discretion and may require the team member to perform substantially similar duties at the new location.

Occasionally, a team member may be required to travel out of state to perform the duties and responsibilities of the position effectively. The frequency, duration, and destination of such travel will be determined by business and operational requirements. The duties and responsibilities outlined in this job description describe the general nature and scope of the position and are not intended to be an exhaustive list of all tasks, responsibilities, or requirements. Team members may be assigned additional duties and responsibilities and may be required to provide support beyond those specifically identified herein as necessary to meet departmental, organizational, and business needs.

Team members must also be able to lift up to 25 pounds, as required, to perform the essential functions of the position.

Essential Functions

• Regular attendance and timeliness.
• Ability to interact and respond to diverse types of customers with friendliness, empathy, patience, and genuine care.
• Maintaining a calm and professional demeanor when dealing with frustrated/demanding customers or other tense situations.

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