Technical Support Engineer (Level2)

Location:

Belgrade, RS, 11000 RS

Requisition ID: 15797

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit www.igt.com.

Role Overview

As a Technical Support Engineer, you will research, diagnose, troubleshoot, and resolve issues within the established operational SLAs. You will be part of the Remote Gaming Operations team, which provides L2 support to our customers worldwide. The team has nine members in different countries and time zones to support all regions. You will be collaborating closely with various teams in the company, including Systems, DBA, Game Studio, Release Team, and many others.

Your team lead will be there to support you, provide training, and offer technical guidance. We believe in fostering a positive atmosphere, promoting teamwork, and valuing cooperation among all team members. We strongly emphasize personal development and continually invest in our employees' training, coaching, and career progression.

We are dedicated to creating a professional environment that encourages growth, collaboration, and balancing work and personal life.

What You’ll Do

Take ownership of various technical issues and tasks; inclusive but not limited to:
Research, diagnose, troubleshooting and resolving issues within the established operational SLAs
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Ability to understand and provide detailed product information and results of research in the form of knowledge base tech notes and articles.
Understand, document and communicate changes as it pertains to RGS with focus on necessary process changes to Customers, Customer Service and RGS Service Operations.
Work with internal stakeholders to identify, determine, and manage the impact to customers of major RGS changes / releases.

First Year Goals

Develop skills and knowledge to be able to troubleshoot and solve incidents independently while meeting departmental standards and SLAs
Manage first line investigation of various issues with the ability to escalate to relevant internal stakeholder teams and RGS Service Operations management if needed.
Ability to explain both single-state and multi-state RGS transactional game flow.
Ability to identify and troubleshoot different types of APIs and customer integrations
Participate in scheduled meetings with operator customers and provide relevant feedback to RGS Service Operations management when needed.
Regularly contribute to the department knowledge base.

About You

Ideal candidate will have 1 to 3 years of casino operations experience or equivalent B2B integration in other business areas, with an emphasis on system knowledge.
Ability to easily communicate complex ideas and systems.
Prior experience with documenting process and knowledge.
Basic knowledge of desktop/mobile browser debugging and systems networking preferred.
Basic knowledge and understanding of API (SOAP and REST Technologies) data exchange and XML reading highly desirable.
Detail oriented with the ability to understand and communicate complex ideas in a logical and audience appropriate manner.

Diversity, Equity and Inclusion

We believe that a team of unique individuals creates a dynamic, modern, and fun work environment. Whether language, location, or life experience, IGT Play Digital recognizes and celebrates differences between team members. Our colleagues enjoy inclusive engagement in our 7 global Employee Impact Groups: Women’s Inclusion Network (WIN), Advancing Cultural Education (ACE), PRIDE, NEXGEN, Wealth of Wisdom (WoW) and Superabilities at IGT. We’re also the three-time Top-Ranking Gaming Supplier in the All-In Diversity Project; a Best Place to Work according to the Human Rights Campaign and the Disability Equality Index; and the 2023 D&I Award winner at the Women in Gaming Diversity Awards-London.

Benefits and Culture

Vibrant and stimulating work environment within Class-A office space.
Opportunity to learn and further improve your skills.
Opportunity to develop a career within a stable environment.
Full-time/permanent employment and competitive salary.
Private health insurance for you and your family.
Flexible working hours including work from home and from office.

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#LI-REMOTE
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IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com.

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