Technology Service Center L2 Agent

About the position

As a Technology Service Center L2 Agent within MGM Resorts’ Technology Service Center, you’ll be part of the team responsible for keeping our applications and infrastructure systems running smoothly across all properties and corporate environments. This position works an overnight shift that includes weekends and transitions to a remote schedule following a hybrid onsite onboarding period. You’ll take on complex, escalated issues, analyze root causes, and deliver solutions that ensure system stability, performance, and availability. You’ll work closely with other IT teams, business users, and external vendors to resolve issues quickly and prevent future disruptions—all while supporting MGM’s mission to entertain the human race through innovation and excellence in technology.

Responsibilities

• Receive and resolve escalations from Tier 1 support teams and third-party vendors.
• Troubleshoot and analyze complex application and system issues.
• Perform root cause analysis and implement preventative solutions for system reliability.
• Develop production-grade code and automation to improve performance and availability.
• Create knowledge base articles, documentation, and FAQs to support team learning.
• Collaborate with IT groups, product management, and leadership to enhance the user experience.
• Mentor junior team members and model best practices in problem-solving and communication.
• Participate in project meetings and coordinate resolution “strike teams” when needed.

Requirements

• Bachelor’s degree in Information Systems/Technology, Computer Science, Computer Engineering or a related field, or equivalent education and experience.
• 1+ years prior relevant experience in Information Technology, preferably with a strong technical understanding of the various hardware, software and networking systems being supported.
• Working knowledge of Windows Server, Linux, networking protocols, and enterprise applications.
• Strong problem-solving, communication, and follow-through skills.
• Ability to stay calm under pressure and collaborate across teams.

Benefits

• Prioritize your wellness, access programs crafted to nurture your mental and physical health.
• Enjoy unbeatable discounts on hotel stays, dining, retail, entertainment, and exclusive partner perks for travel, tech, and beyond!
• Savor delicious meals for free in our employee dining room.
• Park with ease—whether you're on or off shift, it's free!
• From healthcare to financial support and generous time-off options, we’ve got you covered.
• Elevate your career with development programs, connect through networking events, and make a difference with community volunteer opportunities.