Corporate MagiQuest IT Support Engineer

Job Summary: The Corporate MagiQuest IT Support Engineer serves as the primary point of contact in our Chicago, IL or Madison, WI 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