IT Support Ld Engineer

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

IT Support Ld Engineer

Job Code:

12538

Business_Title

IT Lead Support Engineer

Profile Title:

12538 IT Support Ld Engineer

Grade / Band:

IC4

FLSA Status:

Exempt

The IT Lead Support Engineer will ensure the continuous operational availability of critical applications for MGM Resorts International. This role provides advanced (Tier 2 and Tier 3) support for resolving operational issues in alignment with established Service Level Agreements (SLAs). The Lead is responsible for conducting complex root cause analysis, designing technical solutions that support self-healing and high availability, and guiding the team through mentorship and technical leadership. This position requires cross-functional collaboration with internal departments, vendors, and managed service providers to maintain high-quality application performance.

Attend and lead project meetings as needed and support initiatives with technical insights and execution.

Manage the support ticket queue and assign tickets, monitor progress, follow up on progress and ensure timely resolution.

Mentor and provide constructive feedback to team members to improve technical and professional proficiency

Effectively communicate the needs of the team to the department manager and escalate issues as required to ensure 24/7/365 support coverage, including managing on-call schedules

Act as an escalation point for complex issues from the Operations Center, vendors, and Managed Service Providers; participate in strike teams as needed for resolution.  Provide Subject Matter Expertise (SME) on application-level issues and solutions.

Responsible for developing and maintaining a deep understanding of system/application topologies including interfacing systems, databases, cloud infrastructure, networking, and various technical layers.

Responsible for creating, updating, maintaining knowledge based (KB) articles, FAQs, and documentation related to applications and application issues for all teams.

Stay current on applications, technologies, and technical skillsets through continuous training.

Escalate unresolved issues to Tier 4+ teams including Architecture, Development, Infrastructure Engineering, application vendors and any other required team with follow-up.  Track known issues awaiting vendor/development code releases.

Provide technical leadership, enforce best practices in version control, and guide application engineers on tools and processes.

Provide and maintain high-level knowledge and hands-on proficiency with Windows OS (latest versions), Remote Access/Support tools, Active Directory, Unix/Linux operating systems, Cloud platforms and networking fundamentals.

Collaborate with IT teams, business users, stakeholders, and external vendors to ensure issue resolution and continuous improvement.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree

Preferred

5+ Years of Prior Relevant Experience

In a Support Engineering or related IT role

Required

A strong technical background

Preferred

Demonstrated experience supporting enterprise applications, with a track record of developing and implementing increasingly complex solutions.

Familiarity with hospitality technologies including Hotel, POS, and/or Casino management systems (Hospitality).

Strong system troubleshooting skills, including end-to-end diagnostics across multiple platforms.

Project management capabilities which include planning, coordination, execution, and accountability.

Thorough understanding of hospitality operational environments.

Ability to prioritize and manage multiple tasks in a dynamic setting with strong follow-through.

Deep understanding of system error messages and the ability to triage and resolve system-related issues.

Working knowledge of Agile methodologies and team processes.

Excellent verbal and written communication skills in English.

Strong interpersonal skills for working with technical teams, business stakeholders, and external vendors.

Must maintain a professional appearance in accordance with MGMRI standards.

Balancing

X

Bending

X

Carrying 10 pounds

X

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Distant vision

X

Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting 10 pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

Travel

X

Wet/Humid

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Organization

X

Reading - simple

X

Reading - complex

X

Repetition

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X