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SYSTEM ENGINEER - CALL CENTER TELECOM

SYSTEM ENGINEER - CALL CENTER TELECOM

Requisition ID 
2017-14636
Job Location(s) 
US-FL-Ft. Lauderdale
Seminole Property 
Seminole Gaming - Corporate
Category 
Information Technology
Shift 
Varies
Position Type 
Full Time

Opportunity Details

Overview

Property_Images

 

 

In addition to its two Seminole Hard Rock Hotels & Casinos, the Seminole Tribe owns and operates the five Seminole Casinos in Coconut Creek and Hollywood, on the Southeast coast in Immokalee near Naples, on the Brighton Reservation north of Lake Okeechobee, and on the Big Cypress Reservation south of Lake Okeechobee.

 

The Seminole Tribe has long been recognized for innovation in its gaming and other businesses. It opened the first high-stakes bingo hall and casino in the United States in 1979. That facility was the forerunner of the Indian Gaming movement throughout North America.

 

Analysts believe today’s Seminole Tribe operates one of the most profitable gaming enterprises in the world. In March 2007, the Seminole Tribe of Florida acquired Hard Rock International, the first transaction of its kind by an Indian tribe. Hard Rock International is one of the most globally recognized music, entertainment, leisure and dining brands. It includes the world’s largest collection of authentic music memorabilia. The deal also includes licensing or franchise agreements for additional restaurants, hotels and Hard Rock Live performance venues.

Responsibilities

The Systems Engineer requires working knowledge in the various disciplines supported by the enterprise systems group. The engineer tests, troubleshoots and implements more complex server technologies, operating systems components, software tools, and utilities with full competency. The position integrates new technology and maintains existing infrastructure required to support the enterprise, and requires strong problem-solving, analytical and communications skills. Is responsible for providing technical support to telephony tools in a call center environment, managing voice and data communication lines, as well as carriers of such technologies.

 

MAIN DUTIES and RESPONSIBILITIES:

  • Supporting an application that runs on top of the ACD
  • Help with phone routing
  • Working with PBX and IVR
  • Works under the direction of the discipline manager/director or principal engineer
  • Plans and schedules work to meet assignments from the manager or designated senior engineering staff who provides guidance
  • Meets formally or informally with the manager or designated senior staff to discuss status, ask for assistance on intractable problems, and to review accomplishments
  • Assists the system administrator in providing third level support to enterprise
  • Assists the enterprise system, systems assurance, application development, and operations services in developing, implementing, and maintaining the technology infrastructure
  • Accepts complete technical responsibility for equipment and assigned technologies
  • Makes evaluations and recommendations
  • Assists in the analysis, design and development of new technology
  • Documents design, implementation and final configuration findings for both new and existing techniques and equipment
  • Oversees laboratory and systems demonstrations
  • Analyzes problems, studies technical literature and existing technology
  • Escalates intractable problems to vendors and/or senior manager for resolution
  • Develops monitoring systems used to manage global infrastructure
  • Maintains a current understanding of strategic product mix and vendor selections
  • Opens up problem reporting tickets and accurately uses all problem tracking software systems
  • Must be able to use common hand tools and electronic test equipment to troubleshoot, diagnose, and repair issues with computers, peripherals, and computer software

  • Must be able to work with members of the Technical Staff and Management in a fast-paced environment to identify, isolate and resolve hardware and software issues during testing.

  • Must maintain technical documentation for all systems.

  • Analyzes business needs and makes appropriate application software modifications.

  • Tests application software upgrades to ensure accuracy of changes.

Qualifications

A Bachelor’s degree in Information Systems or equivalent training and experience is preferred. Must have 5 – 8 years relevant application and/or IT operations experience.

 

Additional Requirements:

  • Experience as a Systems Administrator or Telecom Engineer in a Call Center environment
  • Experience supporting a PBX is required.
  • Experience working with an IVR is required.
  • ACD experience is required.
  • Windows experience is a plus
  • NEC or Avaya experience is a plus
  • Requires well developed written and verbal communications skills.
  • Must be proficient with VMware and Microsoft operating systems / Hypervisor
  • Must be able to travel to remote sites as may be required in support of operations.
  • Must be fluent in the English language.
  • Must comply with internal controls.
  • Must exhibit well-developed verbal and written communications skills.

Experience in the following is a plus Microsoft Exchange, Share Point, Project, HP Blade Chassis, 3PAR, Cisco, Palo Alto Network, Aruba Network

 

 

 

 

 

The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.

 

As part of Seminole Gaming’s employment process, final candidates will be required to obtain gaming licensure by completing a background check with Seminole Gaming Compliance and Regulations, prior to an offer being extended. These background checks may include, but are not limited to:

 

  • Credit Check
  • Criminal Background Check
  • Drug Screen    

 

For a listing of all opportunities at Seminole Gaming, please go to www.gotoworkhappy.com.   

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