Job Purpose:The purpose of this position is to provide technical service, maintenance and support within gaming casinos. Support includes servicing, installation, upgrading, and testing of both software and hardware functionality.Position Summary:Provides Level II technical support on a 24/7 basis. Responds to customer calls as well as performs routine maintenance, customer care, training, troubleshooting, networking, reporting, and visits. Enter and update tickets with pertinent information about issues. Builds, configures, and tests all proposed configuration changes for machines, software, and networking; provides results of tests to management for decisions on implementation to the live network. Assists in troubleshooting problems on the live network. Provides assistance with the Installations department when needed for theme and software changes. Must be able to work in a fast-paced environment where teamwork is an essential part of daily activities; available to work weekends, holidays and extended hours whenever necessary. Must possess a high integrity regarding confidential and sensitive information. Some travel may be required.RequirementsSpecific Accountabilities:
- Responds to customer calls.
- Updates internal ticketing system.
- Complete required work orders, expense reports, timesheets, and licensing applications on time.
- Availability to meet 24/7 On-call schedule rotation.
- Ability complete written and oral reports.
- Builds, configures, and installs field equipment (i.e., games, servers and Point-of-Sales (POS)).
- Documents all installation assignments; maintains records of time spent at specific installation sites.
- Assists Installations technicians as needed.
- Provides information upon request to assist other techs and co-workers.
- Promotes good public relation skills and assists staff members in providing a strong, confident public image for customers.
- Follows all safety guidelines defined by the manufacturer of any equipment that is worked on.
Required Knowledge, Skills and Abilities:
- Entry level understanding of company systems.
- Ability to troubleshoot and identify un-common problems and recommend corrective actions.
- Ability to author detailed descriptions of problems and relay information to management of other departments.
- Ability to follow checklists and written instructions.
- Ability to image EPI's and install company proprietary software following prepared checklists.
- Ability to identify common network components such as LAN and WAN networking. Explain their purpose and trouble shoot issues
- Ability to learn new technology quickly and provide peer level training.
- Have and maintain a current valid US Driver's License and clean driving record.
- Have and maintain a clear background record with the ability to be licensable under the Gaming Regulations requirements.
- Must have working knowledge of Windows 7 and Windows 10.
- Must be able to effectively troubleshoot (hardware & software).
- Must be able to travel for short periods of time.
- Must be able to lift, push and pull 80 pounds.
- Must be able to work extended shifts; nights and weekends as need.
Education and Experience
- PC hardware & software repair certification or equivalent training though work experience
- Experience in the Gaming industry and knowing the difference between Class II and Class III is a plus
- High School diploma or GED.