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Position Summary:
This position is responsible for the maintenance of the MSCT network and Telephony equipment. Supports troubleshooting and network installations directed by the Converged Communications Engineers and the Technical Services Manager. Monitors performance of network to identify potential problems and bottlenecks. Diagnoses and resolves LAN/WAN problems using a variety of tools. Installs, provisions, tests, and troubleshoots IP, Ethernet and Telephony hardware, connections, and cabling. Assists Converged Communications with requirement analysis, implementation, problem investigation and resolution. Configures and maintains routers, switches, and hubs for the network systems (including wireless). Conduct and validate testing of Network and Telephony equipment.
Primary Duties and Responsibilities includes but not limited to:
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Effectively and efficiently utilizes the ticket management system (Manage Engine) for recording, routing, escalating and analyzing customer service calls
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Understand the Open Systems Interconnection (OSI) Model
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Install, provision, test and troubleshoot IP, Ethernet and Telephony hardware, connections and cabling
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Assist Network and Telcom Engineers with requirement analysis, implementation, problem investigation and resolution
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Conduct and validate all testing of Network and Telephony equipment
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Assists in the analysis of the technical performance and reliability of systems against identified industry standards to ensure customer satisfaction
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Responsible for implementing restorations and troubleshooting procedures for identifying, testing and diagnosing converged communication failures
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Assists in the development of standards for converged communication technologies to aid troubleshooting efforts, training and total cost of ownership
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Works with management, peers, and vendors to provide root cause analysis
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Creation and maintenance of troubleshooting and operational documentation
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Authors and peer-reviews knowledgebase articles documenting fault root causes and their respective resolutions
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Provides and receives cross-discipline training to ensure maximum availability of systems
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Communicates effectively verbally, and in written form
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Carries and responds to off-hours communications device (Cell Phone)
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Actively pursues opportunities as an individual, group member and group leader to improve processes
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Ensures Service Level Objectives are met
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Identifies and troubleshoots abnormalities to resolution using a range of diagnostic tools
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Conducts problem analysis and provides management, team members, Subject Matter Experts (SMEs) or contracted vendors pertinent information, based on established escalation procedures
Secondary Duties and Responsibilities:
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Executes a pre-defined portion of a comprehensive preventative maintenance program when called upon by direct supervisor
- Prioritizes efforts based on established guidelines and direction provided by the management team
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Responsible for enforcing the privacy rules pursuant to the Health Insurance Portability and Accountability Act of 1996 (HIPAA)
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Responsible for maintaining and enforcing confidentiality and privacy rules pursuant to all applicable regulations
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Complies with Mohegan Sun’s Change Management process and methodology
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Provides on-call 24/7 production support for designated systems
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Promotes superior customer service
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Other duties as assigned
Minimum Education and Qualifications:
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Associates’ Degree in Computer Science, Engineering, Business or a related field
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Communicates intermediate networking knowledge such as DHCP, DNS, TCP/UDP, IP Subnetting, VLANs
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Ability to obtain and maintain gaming licensure in one or more jurisdictions
~OR~
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High School Diploma or equivalent and four years of progressive Information Technology experience in a client technologies or customer service environment
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Communicates intermediate networking knowledge such as DHCP, DNS, TCP/UDP, IP Subnetting, VLANs
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Ability to obtain and maintain gaming licensure in one or more jurisdictions
Competencies: Incumbent will master the following competencies while in this position:
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Excellent customer service skills
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Excellent written and verbal communication skills
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Excellent written skills as demonstrated in providing detailed information in ManageEngine tickets
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Basic root cause analysis of technology solutions
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Ability to follow a specified checklist or procedure without unnecessary or unwarranted deviation
Training Requirements:
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Knowledge of Mohegan Sun corporate and department policies and procedures
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Mohegan Sun timesheet categories and guidelines
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Mohegan Sun Application Information Summaries and application escalation procedures
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Mohegan Sun incident report and escalation tool (ManageEngine)
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Mohegan Sun application and system knowledgebase
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Customer service training and skills
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Appropriate Mohegan Sun & Mohegan Corporate regulations
Physical Demands and Work Environment:
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Office work environment
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Must sit in front of a computer screen for extended periods of time
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Must be able to work various shifts and flexible hours
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Must be able to walk to locations within the MS Casino
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Must be able to hold a valid driver’s license to drive in a company vehicle to MS locations on and off the casino property
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Requires occasional off-shift work, including late night and early morning hours
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Must be able to lift 30 pounds
This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. MGE reserves the right to make changes in the above job description whenever necessary.
Work Shift:
Regular
Knock, knock. Hear that sound? That's opportunity!
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Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.
