Corporate MagiQuest IT Support Engineer

Job Summary

The Corporate MagiQuest IT Support Engineer will troubleshoot and fix operational issues related to Great Wolf Resorts’ live-action gaming experience, MagiQuest. This role will work with proprietary software and hardware technologies for all versions of the MagiQuest games operating at all Great Wolf properties. This is a Full-Time Salaried Position located in Chicago, IL.

Responsibilities

• Provide online and phone support for MagiQuest software and hardware issues, including game system and platform, PCs, screens and monitors, proprietary electronics, mechanical elements, and themed elements
• Cook up with Creative Kingdoms (CK) team, Lodge Retail, Attractions, & Kids Entertainment staff, and other Support Technicians to correct and verify resolution of reported problems
• Provide on-site service and support as needed, across all Great Wolf Lodge properties
• Aid with in-office test lab maintenance
• Aid with software playtesting and bug reproduction as needed
• Other duties as assigned

Required Qualifications & Skills

• Minimum 3 years of work experience in IT
• Advanced Microsoft Windows operating system knowledge
• Experience with network setup, troubleshooting, and maintenance
• Experience with M365, Entra ID, & Active Directory
• Experience with computer hardware installation and troubleshooting
• Strong interpersonal skills and the ability to work closely with a small team
• Strong communication skills (written/verbal) and attention to detail

Preferred Qualifications & Skills

• Experience working in the software development and/or gaming industry
• Experience working with virtualized desktop environments, particularly VMWare
• Experience using and mastering proprietary applications
• Experience working with enterprise server hardware