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

• 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 Tandrum/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
• 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
• Programming 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.

EQUAL OPPORTUNITY EMPLOYER

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.