Corporate MagiQuest IT Support Engineer

Other jobs >> General




Job Summary: The Corporate MagiQuest IT Support Engineer serves as the primary point of contact in our Chicago corporate office for escalated support troubleshooting and is responsible for addressing 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. When able, this role will also provide back-up support to the Corporate Support Team addressing Level 1 and 2 technology issues on corporate platforms that support our environment.

Our Corporate MagiQuest IT Support Engineer is responsible for managing escalated support requests that have been assigned to them, as well as assisting their peers at corporate and at lodges with service requests that may be unassigned. Enthusiastic commitment to delivering world-class technology solutions and the highest levels of customer service with a dedication to consumer advocacy is a must.


Maintain in-depth knowledge and understanding of our MagiQuest along with corporate hosted apps, & services

Provides support for MagiQuest game system and platform, hardware, proprietary electronics, mechanical elements, themed elements as well as software applications, hardware and technology utilized by our pack

Coordinate with line management and team members at corporate and on-property to correct and verify resolution of reported problems

Consults with line management for technology guidance when appropriate

Collect analyzes and track trends and metrics in partnership with leadership and the enterprise technology team to develop and deploy long-term solutions for technology issues

Identifies technology training and coaching opportunities for individual and team business partners by standardizing undocumented processes, knowledge base and best practice guides

Communicate highly technical information to both technical and non-technical users

Provides leadership in concert with our management team to identify opportunities where technology solutions can be deployed to solve business problems

Provides support for enterprise deployments of new technology solutions

Provides support for distributed enterprise locations and technologies when possible

Instill client confidence in our infrastructure, processes, and personnel

Provide on-call after hours support on a rotating schedule with other engineers

Ensures change management processes are followed for changes impacting our environment

Some travel in support of property installations, maintenance and game deployment is required

Required Qualifications & Skills:

Bachelor’s degree in STEM or a related field

Five years previous technology help desk in IT, attractions, or electromechanical maintenance

Strong knowledge of Microsoft cloud-based applications (Office 365 Admin Portal and Alert monitoring, Azure, SharePoint, Exchange Online, OneDrive, and Project)

Hands on experience in Windows and Mac OS environments

Proficiency with OneDrive and Microsoft Teams

Demonstrated consultation and strong communication ability

Strong office and project organizational skills, attention to detail, time management and communication skills

Deep understanding of Active Directory and Azure Active Directory, LAN technology and mechanical engineering concepts

Ability to support distributed users with remote assist tools

Experience with networked infrastructure technologies such as printers, switches, routers and wireless access points

Understanding of the OSI model

Hospitality and/or Gaming industry experience

Ability to lift up to 50 pounds

Experience with server technologies, SQL, Virtualization with VMWare or Hyper-V a must

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

  • 1
  • Negotiable
  • None
  • None
  • Re-158722
  • Permanent
  • 13

How to Apply: Please click here to create a free account and post your resume. Only logged in job seekers can apply for a job.

Find us at:

Never provide bank account, credit card details or any other financial information, or make any form of payment, when applying for a job. If you are ever asked to do this by a recruiter on Pure Jobs please click the Report button or contact us with the advertiser's company name and the title of the job vacancy. You should not send any money to anyone. A genuine employer with a job offer would never ask you to do this.

Report this job

Report a job

If you're concerned about a job advert, let us know and our quality team will investigate.

Your name(*)
Invalid Input

Your email address(*)
Invalid Input

Please select you reason(*)

Additional information(*)
Invalid Input

Invalid Input

Get new jobs for this search by email.

Also get an email with jobs recommended just for me.

Create Alert

Subscribe to updates from our blog


However, by continuing to use the site without changing settings, you are agreeing to our use of cookies.