Corporate MagiQuest IT Support Engineer

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.



Responsibilities:



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)