Engineer NOC I
Austin, TX, US, 78727
IGT, where innovation meets entertainment on a global scale! From the casino floor to your mobile screen, we deliver thrilling, responsible, and unforgettable gaming experiences—powered by world‑class content, strong technical and commercial capabilities and nurtured by a culture of collaboration, accountability, and ownership.
Whether it’s spinning reels, placing bets, or enabling secure payments, we turn innovation into impact through disciplined execution and long‑term value creation. With a team of over 6,000 employees across 30+ countries and products delivered in more than 100 jurisdictions worldwide, we operate at scale while staying closely connected to costumers we serve. If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here - www.igt.com.
Responsibilities
- Provides tier two phone and email support to internal and external customers; escalates issues to development and management as appropriate
- Develops, maintains, and manages relationships with internal and external customers, following up daily on tickets as required.
- Assists customers with timely resolution of complex issues, providing technical support and problem determination.
- Ensures support calls and issues are handled in accordance with standard procedures and service level agreements.
- Uses monitoring tools and applications to ensure operational efficiency for all customer environments.
- Follows the life cycle of hot issue tickets that require development work, from creation of ticket to deployment of final resolution; maintains a documented timeline of events for reporting
- Serves as liaison between vendors and customers in communicating status of open issues and corrective action plans.
- Utilizes customer feedback to identify opportunities to improve customer experience and efficiency.
- Actively pursues training opportunities.
- Performs analysis and executes scripted tasks using server tools.
- Contributes to and maintains a knowledge base library of known solutions to common issues.
- Records all support calls and tasks in ticketing system.
- Performs other related duties as assigned.
Qualifications
- Bachelor's Degree in Information Technology or a combination of education and equivalent work experience in a related field required.
- Ability to obtain and maintain gaming license(s), as required
- 1-2 years of experience in a network operation center / technical support environment.
- Experience troubleshooting routers\switches.
- Experience working with ISP vendors.
- Proficient knowledge of Windows applications and operating systems.
- Basic networking and PC knowledge.
- Knowledge of server hardware, peripherals, and management systems.
- Knowledge of networking devices, including switches and routers.
- Knowledge of network, systems, and IT infrastructure management systems.
- Some experience with network monitoring tools.
- Experience with CRM platforms.
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 and to fostering an inclusive environment where all employees feel valued, respected, and engaged. IGT is an equal opportunity employer and provides equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We thank all applicants for their for applying; however, only those selected to interview will be contacted.
At IGT, we consider a wide range of factors in determining compensation, including skills, experience, education, and geographic location. These factors may result in variation in starting pay. The estimated starting compensation range for this role is $59,000 – $63,000 USD, based on a good-faith assessment at the time of posting. Actual compensation may vary. IGT complies with all applicable pay transparency and compensation laws and collective bargaining agreements, where applicable.
Base pay is one component of IGT’s total rewards program. Depending on the role, employees may be eligible for bonus or commission opportunities. IGT also offers a comprehensive benefits package, which may include a 401(k) savings plan with company contributions, medical, dental, and vision insurance, life and disability coverage, paid time off, tuition reimbursement, and other wellness programs, subject to eligibility requirements.
IGT is the global leader in gaming. For more information, please visit www.igt.com.
Nearest Major Market: Austin