Product Support Specialist
WHAT YOU'LL DO
The primary responsibility of the Product Support Specialist is to ensure the continuous operation of applications for Rio Las Vegas. In this position you will have to conduct intricate root cause analysis of problems and incidents related to applications and services in the corporate environments, as well as providing guidance and support the Department. Furthermore, they collaborate directly with other IT departments as necessary to ensure timely and effective resolution of issues with utmost quality.
ROLE EXPECTATIONS
Responsibilities include, but are not limited to, the following:
Manage maintenance and repair for application escalations from Tier 1 third party vendors personnel
Provide Subject Matter Expertise (SME) level of application level issues
Responsible for understanding system/application topology to include interfacing systems
Responsible to attend strike teams as an escalation point
Responsible for providing KBA’s
Champion collaboration across IT and business functions
Independently contribute to team objectives
Responsible for creating and maintaining documentation related to applications and application issues
Responsible for documenting issues that are awaiting code releases to resolve
Responsible for attending training on applications and technical skills
Works with IT groups, Vendors and Business users
Provide high level knowledge and mentoring in version control systems
Provide high level knowledge on the following platforms:AS400, Dell, HP, and/or Tandem/Stratus
Provide high level knowledge on the following operating systems/technologies: OS400; Windows 2003, 2008 Windows Terminal Services; XenApp; Windows Active Directory; Guardian; Unix/Aix/Linux; and/or Application Installation
Provide high level knowledge of core Java principles and possess Java diagnostic expertise
Knowledge of systems such as: Opera, Windsurfer, Hotsos, Keywatcher, Sonify, Assa Abloy Door Locks, Genesis Call Accounting
Knowledge of Hyatt System Integrations
System maintenance and operation of assigned programs
Technical support in programming assistance
Programing assistance for process optimization
Troubleshoot systems and equipment with minimal supervision
Ongoing review of systems and integrations to insure effectiveness in operations
SUPERVISORY RESPONSIBILITIES
This position doesn’t have any supervisory responsibilities.
REQUIREMENTS
Bachelor’s degree in Information Systems/Technology, Computer Science, Computer Engineering or a related field or equivalent education and experience.
High School Diploma or GED (required)
At least 21 years of age.
PREFERRED
At least four (4) years’ experience in Information Technology preferably with a strong technical understanding of the various hardware, software and networking systems being supported, and experience in an application and network support role with a demonstrated track record of the development of complex solutions.
One to Two years of supervisory experience preferred.
CompTIA A+ certification or ITIL certification preferred
Workday working knowledge preferred and ADP software knowledge desirable.
CERTIFICATIONS, LICENSES, REGISTRATIONS
Must be able to qualify for licenses and permits required by federal, state and local regulations.
PHYSICAL REQUIREMENTS
Must be able to work under time constraints and within established deadlines.
Must regularly lift and/move up to 30 pounds, and must have the ability to push, pull, reach, bend, twist, kneel and balance when performing job duties in varying work areas such as confined spaces.
WORKING CONDITIONS
Work is performed indoors in a climate-controlled environment and exposed to various environmental factors such as but not limited to noise, dust and smoke.
Rio Las Vegas is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Rio Las Vegas makes hiring decisions based solely on qualifications, merit, and business needs at the time.