Lead IT Support Engineer

It Lead Support Engineer

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like you to create unique and show-stopping experiences for our guests.

The IT Lead Support Engineer will be pivotal in ensuring the seamless operational availability of mission-critical applications for MGM Resorts International. This role provides advanced support (Tier 2 and Tier 3) to swiftly address and resolve operational issues in accordance with established Service Level Agreements (SLAs). The Lead will take ownership of conducting in-depth root cause analyses, designing and implementing technical solutions to drive self-healing mechanisms, and ensuring high availability of systems. Additionally, the Lead will provide technical mentorship and leadership to the support team, fostering a culture of continuous improvement. This position demands strong cross-functional collaboration with internal departments, external vendors, and managed service providers to maintain and enhance application performance at the highest standards.

The day-to-day responsibilities include:

• Leading project meetings, providing technical insights and execution support.
• Managing the support ticket queue, ensuring timely resolution and progress tracking.
• Mentoring team members, offering feedback to enhance skills and professionalism.
• Ensuring 24/7/365 support coverage, managing on-call schedules, and escalating issues as needed.
• Acting as an escalation point for complex issues and providing Subject Matter Expertise (SME).
• Maintaining deep knowledge of system/application topologies, cloud infrastructure, and networking.
• Creating and updating knowledge base articles, FAQs, and documentation.
• Staying current with emerging technologies and enhancing technical skillsets through training.
• Escalating unresolved issues to Tier 4+ teams and tracking known issues.
• Providing technical leadership, enforcing version control best practices, and guiding engineers.
• Maintaining proficiency in Windows OS, Active Directory, Unix/Linux, Cloud platforms, and networking.
• Collaborating with IT teams, business users, and external vendors for issue resolution and improvement.

The ideal candidate will have:

• Bachelor's degree or equivalent experience.
• 5+ years of prior relevant experience in support engineering or related IT role.
• Proven experience supporting enterprise applications, developing and implementing complex solutions.
• Familiarity with hospitality technologies, including Hotel, POS, and/or Casino management systems.
• Strong system troubleshooting skills with end-to-end diagnostics across multiple platforms.
• Project management skills, including planning, coordination, execution, and accountability.
• In-depth understanding of hospitality operational environments.
• Ability to prioritize and manage multiple tasks in dynamic settings, with strong follow-through.
• Expertise in system error messages and resolving system-related issues.
• Knowledge of Agile methodologies and team processes.
• Excellent verbal and written communication skills in English.
• Strong interpersonal skills for collaborating with technical teams, business stakeholders, and external vendors.
• A strong technical background.

The perks and benefits include:

• Wellness incentive programs to help you stay healthy physically and mentally.
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more.
• Free meals in our employee dining room.
• Free parking.
• Health & Income Protection benefits (for eligible employees).
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community.