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Tier 1 Technical Support

Location: 

Egg Harbor Twnship, NJ, US, 08201

Requisition ID:  5605

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. 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 over 12,000 employees.

Responsibilities

This is a Tier One support role that services our Wide Area progressive, National Response Center and telephony platforms. This role works in a 24x7x365 centralized network operations room and is accountable for event operations monitoring on a high volume of games and systems across several jurisdictions. 

  • Participates in monitoring and reporting on progressive systems game events at the floor level via case management systems to ensure the network and systems are functioning properly, securely, and in compliance with internal controls and gaming regulations. 
  • Participates in monitoring regular activities and/or focuses on coordinating scheduled change activity such as installs, removals, preventative maintenance, or conversations to update multiple databases and maintain accurate configuration management database records.
  • Implements primary jackpot duties, including jackpot validation, documentation, gathering winner information per jurisdictional guidelines.
  • Works with field service technicians to ensure all documents are completed and uploaded to the monitoring system.
  • Follows up with field service technician on all very high priority service requests to ensure accuracy of the dispatch engine.
  • Assists computer operator II and network technician with communication issues, creating service tickets for service providers and follows escalation process.
  • Sends out communication and creates initial major incident status.
  • Holiday and weekends required

Qualifications

  • High school diploma or equivalent with 1+ year of higher education/experience
  • Must be 21 years of age and must be able to obtain a gaming card/license in multiple jurisdictions
  • 2-3 years of experience in a service desk, call center, customer service, or gaming environment preferred
  • Must have computer experience in the MS Office suite or equivalent
  • Other computer experience with SAP, Salesforce, Adobe, Doc U Sign, and/or ACD systems preferred
  • Other experience with networking, troubleshooting, and complex software applications preferred
  • Willing to work overtime and/or make schedule adjustments as needed
  • Bi-lingual Spanish/English preferred

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

 

 

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, 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 sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.
In addition to our competitive benefits package, we offer employees a 401(k) Savings Plan with Company contributions, tuition reimbursement, and free identity theft insurance.

 


Nearest Major Market: Atlantic City