Market Engineer I

Performs problem determination and resolution and records all trouble situations reported to I.T. Responsible for providing first level support functions on desktop devices such as personal computers, laptops, printers, scanners, keyboards, computer mouse, card swipes, card embossers, Point of Sale terminals and PC based kiosks. Position also performs support for telephones and telephony related installations and may support audio and video systems set-ups. 1-3 years' work experience in a technical field. support environment, supporting multiple high-end computer systems. General understanding of production operating systems, transaction processing systems, relational database architecture, wide and local area networks, communication protocols, real-time systems, mission-critical gaming systems, IT industry standards, as well as various types of computer terminal equipment. Associates degree in a computer-science related field or equivalent experience in a multiple Host Platform technical support environment required Literate and fluent in English Very strong personal computing skills are recommended. Ability to obtain and maintain a jurisdictional gaming license. Demonstrated intermediate to advanced level technical/troubleshooting skills in the desktop environment and related hardware and software products. Ability to be trained in supporting various desktop configurations. Intermediate knowledge of user environments. Demonstrated communication skills. Intermediate to advanced analytical and problem-solving skills. Must have good customer service skills Work schedules may not remain consistent and will possibly change regularly Must be reachable during on call support duty Must be able to VPN to provide on call support Must be able to respond to the property on short notice for on call support Must be well organized and detail-oriented and be able to perform many tasks at one time. Ability to demonstrate a pleasant and enthusiastic demeanor at all times. Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business Acts as a role model to other Team Members and always presents oneself as a credit to Caesars Entertainment encourages others to do the same. Adheres to all regulatory, company and department policies and procedures Provide specialized technical problem solving and problem resolution skills. Work with management and Enterprise IT to resolve complex business, computer system and data communication problems. Install, upgrade and maintain gaming hardware & software products. Plan and coordinate all hardware installations, changes and updates with vendors and users, adhering to the I.T. Change Control Process. Administer and control updates/changes to production programs, files and databases. Recommend application design changes to management and Enterprise IT to maximize resources. Plan, schedule and load new versions of the Host Platform operating system and related vendor patches or temporary fixes as defined in the Product Support Agreement. Provide first- or second-level problem determination/ isolation and recovery support for Host Platform computer systems. Update, direct and escalate problems for final resolution. Analyze and recommend tools and service aids for system/network operation and problem determination. Report results from technical research, system performance reports and problem resolutions to upper management. Collect and analyze system data for quality assurance of technical design and optimum system performance. Adjust system parameters to achieve peak system performance. Administer systems and tools to analyze and secure computer system programs and database files to comply with audit and regulatory requirements. Assist in the research, evaluation and support of new technologies (hardware and software) for ongoing productivity and resource improvements. Assists in planning by communicating with project / product teams and vendors. Effectively contributes to the engineering process and roles, as outlined in the HIT project management methodologies. Recommends changes for improved system implementations/modifications. Practices, and adheres to system management criteria and policies and procedures. Practices and enforces change control process. Ensure established enterprise standards are followed and enforced during system implementations. Ensures that the infrastructure resources meet committed user expectations, including projects for future usage and growth. Provides consistent support for existing infrastructure and programs. Updates and adjusts service, product, and support as needed. Analyzes infrastructure for evidence of unsatisfactory or unusual operating conditions. Build knowledge of products and direction through vendor interaction. Appropriately leverages vendor resources to efficiently resolve issues Training: Will attend HET and vendor provided training pertinent to this position and will pursue the necessary training to maintain and enhance their abilities.