Junior Technical Support Engineer - Italy (Rome)

Location:

Roma, IT, 00154

Requisition ID: 16341

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. We have a longstanding commitment to Responsible Gaming (RG) that is engrained within our core business and the products we offer to customers and players worldwideLeveraging 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.

Responsabilities and Duties:

•   The Technical Support interface with the customer through Jira portal, behaving as second level support. The main focus is on checks, incident management and troubleshooting field issues. For all these activities, the basic knowledge is available on the local WIKI (developed on the team experience and always in evolution). Part of issues reported by customer should only be identified and reassigned to the local teams.
•   In case of main incident or news issues, the Technical Support will work closely with the local team and if not enough for troubleshooting, he/she will be in touch with colleagues of the IGT VLT Technology Departments Quality Assurance (QA), SW Development, System Operations, System Engineering teams.
•   The Technical Support in case of new release plays an important part in the technical aspects of testing VLT systems.

Main activities:

•   Work closely with the Italian QA, DB and operators IGT teams.
•   For escalation issues joining calls with IGT worldwide support
•   Support on Incidents root cause analysis.
•   Testing with the customer/local staff of releases for problems resolution.
•   Support to the Integration Engineer for Test and Production environments deployments.
•   Management and Maintenance of the incident tickets using the proper tracking tools (Salesforce and Jira)
•   Provide technical inputs on Major Incidents Reports.
•   Support on training and documentation for new features introduced in the system.

Requirements:

•   Strong verbal and written communication skills in English
•   Availability for on-call duty
•   Knowledge of Cloud technologies (as preference).
•   Located in Rome area
•   Basic knowledge of SQL query, Linux environment
•   2 years working experience in a similar position (testing, operating, ticketing support).
•   A degree in computer science or informatics or equivalent experience

Keys to Success

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

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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.

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.