Field Service Support Engineer II

Location:

Las Vegas, NV, US, 89119 Reno, NV, US, 89521 OK Statewide, OK, US AR Statewide, AR, US WV Statewide, WV, US OH Statewide, OH, US AZ Statewide, AZ, US NM Statewide, NM, US TN Statewide, TN, US NH Statewide, NH, US NV Statewide, NV, US GA Statewide, GA, US VA Statewide, VA, US PA Statewide, PA, US MO Statewide, MO, US WY Statewide, WY, US ME Statewide, ME, US SD Statewide, SD, US KY Statewide, KY, US FL Statewide, FL, US MN Statewide, MN, US NE Statewide, NE, US DE Statewide, DE, US AK, US SD Statewide, SD, US OR Statewide, OR, US TX Statewide, TX, US Statewide, SC, US NY Statewide, NY, US MD Statewide, MD, US UT Statewide, UT, US LA Statewide, LA, US AL Statewide, AL, US NC Statewide, NC, US ND Statewide, ND, US ID Statewide, ID, US IL Statewide, IL, US WA Statewide, WA, US MI Statewide, MI, US DC Statewide, DC, US WI Statewide, WI, US IN Statewide, IN, US MA Statewide, MA, US CO Statewide, CO, US MS Statewide, MS, US MT Statewide, MT, US CT Statewide, CT, US RI Statewide, RI, US IA Statewide, IA, US NJ Statewide, NJ, US KS Statewide, KS, US CA Statewide, CA, US

Requisition ID: 16586

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.

Overview

This role will design Product Support Infrastructure for gaming products and facilitate Level 2 support for Sustaining Services (Field Service, Field Service Training, GOM, Schedulers, External Customers and others involved in sustaining support of a product) using proven methods and new technologies.

Key Responsibilities:

Operationalize IGT Products through planning, readiness, deployment, and sustaining phases
Develop and deploy support, documentation, and service models, while using proven methods and new technologies
Prepare Field Service Readiness materials and support for all Products that are serviced by Field Service
Become an SME on various new and existing products, to support Field Service through the lifecycle of that product
Assist as a technical expert in Gaming Shows, Showroom updates, and Vendor or Focus Group activities
Provide technical support on incoming requests from any IGT department or customer
Conduct Mock Install and provide serviceability feedback during development of new product
Prepare and deliver communication on critical Field Service relevant information

Work Location:
This position is hybrid if located in Las Vegas or Reno, Nevada.

Requirements

•   Has extensive knowledge of IGT or other Slot Manufacturer products (hardware, software, and systems)
•   Has competency and experience in technical writing for prepared readiness materials for Field Services
•   Has general knowledge of the configuration and components related to Slot Machines, specifically IGT products
•   Has general knowledge of gaming industry regulations as they relate to assigned duties / products
•   Has general level proficiency with Jira with development ability
•   Has ability to develop Engineering skillsets in Matrix and Confluence
•   Has general knowledge of / skills in the content areas of:
-   Basic EGM Troubleshooting
-   Basic use of multi-meter and hand tools
-   Compliance regulations and shipping procedures
-   Computer literacy (MS Office 365 and SAP)
- Preferred Network/System Knowledge includes but not limited to: (Windows OS, Win Server Admin, SQL Server function, DHCP/DNS, Active Directory Domain administration, User accounts, network configuration for static networks and NAT routing, PowerShell and CMD usage)
-   Written and oral communication
-   Decision making
-   Digital Mindset
-   Ability to analyze issues and contact the correct areas for resolution
-   Ability to drive process improvement changes by working cross functionally with other departments
-   Ability to learn quickly with mentoring provided by more experienced FSSEs

Keys to Success

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

#LI-CK1

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.

At IGT, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $34,216-$65,957. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable.

Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses . In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.

All IGT employees have a role in information security. Annual training will be assigned and required as appropriate.

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