Market Engineer I

Responds to technology related Incidents and Service Requests calls and ensures IT support and service requests are handled or escalated in a timely manner, ensures updates and resolutions for incidents, service requests, problem tasks, and change tasks are communicated to end-users and business partners as appropriate. Provide first-level support for incident and service requests. In carrying out these duties, exercise sound judgement based upon best practices and knowledge to first analyze and decide the best method of problem resolution. Assists in problem determination/isolation and analysis of problem data, root cause analysis and mitigation for on-premises technology, decide when to escalate complex problems to more senior IT team members and service provider/vendors as necessary. Assists in execution and verification of impact to IT Change Tasks where impactful to property operations Responsible for completion and documentation of all assigned day-to-day tasks/activities per the scheduled shift for various systems. These functions can include first-level support for clients/end-users requests, server, network and related infrastructure, marketing/hospitality/gaming special events, and other duties as required Plan, coordinate and execute installation, upgrade and maintenance of gaming, hospitality, and back of house hardware and software products adhering to Enterprise IT Change Control and local regulatory processes. Maintain communication with project and product management teams, clients, and vendors Participates in Vulnerability Remediation activities for customer facing and end-user systems, server, network and related infrastructure, and other technologies as necessary. Administer systems and utilities to analyze and secure computer operating systems, software programs, database resources and network infrastructure to comply with security, audit, and regulatory requirements Responsible for response to automated monitoring alerts and maintenance of monitoring of local resources with enterprise monitoring team Updates procedures and documentation for select platforms Drive process and operations improvements locally with a mind on impact to the overall enterprise Perform entry-level and technical tasks/repairs on desktop, end-user, and customer-facing platforms, server, network and related infrastructure Participate in Property/Regional IT Team on-call rotation providing Tier 1 response to business-critical operation incidents during business operating hours (24x7 where applicable) on a periodic basis Work as part of the local IT Team in the delivery of IT services, projects and assignments Uses the Service Management System to track and close all client/user incidents, request, change, and problem activities May assist to ensure the local data center is maintained at prescribed environmental levels and in a clean and orderly condition Adhere to system management criteria, policies and procedures; Ensure established enterprise standards are followed and enforced Not a remote worker position, however, some remote work required