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Technical Support Engineer III

Location: 

Las Vegas, NV, US, 89113

Requisition ID:  7231

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. 

 

IGT is committed to fighting the COVID-19 pandemic. All newly hired employees at IGT must receive the final dose of the COVID-19 vaccine before they begin work unless they are approved for medical or religious accommodation.

Overview

The successful candidate will join IGT’s operations team and have responsibility for providing support to the North American RGS organization.  Coordination of new markets and operator needs, troubleshooting post-delivery of game and platform software releases, upgrades and fixes.  Supporting our North American operator base and technology, you will work in close collaboration with cross-functional teams to ensure the on-time delivery of planned product rollouts, to support new jurisdictional and operator launches, and coordinate the resolution of all technical issues. This is a remote position and can be performed throughout the US Only!

Responsibilities

  • Identifies and by working with internal stakeholders determines and manages the impact to customers of major RGS changes / releases.
  • Documents, trains and communicates changes to RGS with focus on necessary process changes to Customers, Customer Service and RGS Product Specialists
  • Identifies and documents operational procedures for new product deliveries
  • Diagnoses highly complex technical issues and works with functional experts to resolve them
  • Investigates and resolves highly complex technical issues escalated from RGS Product Specialist team
  • Conducts ‘integration service reviews' with Tier 1 partners and:
    • Identifies issues and required fixes
    • Manages fixes to production deployment
    • Makes recommendations of how to improve integrations
    • Tracks and measures revenue impact of improvement

Qualifications

  • Heavily analytical with the ability to understand and develop complex process and analysis
  • Extensive experience of system architecture, integrations and networking
  • Able to easily communicate complex ideas and systems.
  • Experience in documenting process and knowledge.
  • Typically, has 2- to 5-years of casino operations experience plus a bias toward system knowledge
  • Advanced Knowledge/Experience/Understanding of integration processes from the point of implementation/development phases to production roll-out
  • Knowledge of desktop/mobile browser debugging and systems networking
  • Knowledge and understanding of API (SOAP and REST Technologies) data exchange and XML reading highly desirable
  • Able to communicate complex ideas in a logical and audience appropriate manner
  • Able to pass a Security Background Investigation

Keys to Success

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

 

#LI-MP

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


Nearest Major Market: Las Vegas