Command Center Level 2 Engineer

Job Description:

Position Overview

The primary responsibility of the Command Center Level 2 Engineer is to monitor and maintain the company's IT infrastructure during the designated shift. This role ensures the stability and performance of the organization's IT infrastructure comprising of the company's networks, servers, and systems/applications. The Engineer ensures the continuous performance and availability of the IT environment, diagnosing issues, and implementing solutions to prevent downtime.

All duties are to be performed in accordance with departmental and Las Vegas Sands Corp.'s policies, practices, and procedures. All Las Vegas Sands Corp. Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company's standards, work requirements and rules of conduct.

Essential Duties & Responsibilities

• Continuously monitor network, server, and system performance using monitoring tools.
• Identify, analyze, and resolve network and system issues in a timely manner.
• Respond promptly to alerts and incidents, performing initial diagnosis and troubleshooting.
• Escalate unresolved issues to higher-level support teams as necessary.
• Document incidents, their resolution, and any follow-up actions taken.
• Perform routine maintenance tasks on network, server, and system infrastructure.
• Perform hands-on troubleshooting to resolve intricate network problems, collaborating with Level 1 engineers and other team members when necessary.
• Apply patches and updates to software and hardware as required.
• Ensure that backup systems are operational and backups are completed successfully.
• Communicate effectively with team members, supervisors, and other departments regarding incidents and status updates.
• Ensure proper handover of tasks and incidents between shifts.
• Provide clear and concise documentation of all actions taken during incidents.
• Assist in the deployment and configuration of new hardware and software.
• Provide technical support to end-users and other IT staff as needed.
• Participate in the development and updating of operational procedures and documentation.
• Generate and review regular reports on system performance, incidents, and resolution times.
• Provide feedback and recommendations to improve monitoring and response processes.
• Work closely with Level 1 engineers, Senior Engineers, and other departments to ensure seamless network operations and support cross-functional initiatives .
• Provide guidance and mentorship to Level 1 engineers, fostering their professional growth and development.
• Perform job duties in a safe manner.
• Attend work as scheduled on a consistent and regular basis.
• Perform other related duties as assigned.

Minimum Qualifications

• At least 21 years of age.
• Proof of authorization to work in the United States.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
• Must be able to obtain and maintain any certification or license, as required by law or policy.
• 3-5+ years of experience working in a Command Center or similar IT operations support role.
• Hands-on experience with network and system monitoring tools.
• Strong understanding of network protocols, server infrastructure, and system administration.
• Excellent troubleshooting and problem-solving skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Good communication and interpersonal skills.
• Familiarity with operating systems (Windows, Linux, etc.) and network equipment (routers, switches, firewalls).
• Relevant certifications (e.g., CCNA, CompTIA Network+, Microsoft Certified: Azure Fundamentals) are a plus. Knowledge of ITRS / Geneos is a plus.
• Strong interpersonal skills with the ability to communicate effectively and interact appropriately with management, other Team Members and outside contacts of different backgrounds and levels of experience.
• Must be available to work varied shifts including nights, weekends, and holidays, to ensure 24/7 coverage.
• Provide off-hours support on an infrequent, but as needed basis during critical incidents. (Potential shifts may run 24/7 due to the need of the business.)
• Team Members are required to be on site within the IT Command Center.

Physical Requirements

Must be able to:

• Physically access assigned workspace areas with or without reasonable accommodation.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, and dust.
• Utilize laptop and standard keyboard to perform essential functions of the job.