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.
Position Summary
IGT is hiring a System/Application Support Specialist to support our clients throughout the US on the following IGT Products: EZ Pay (Casino Floor and Audit Operations), Mobile Applications, Resort Wallet, IGTPay. We ask you are familiar with one or more of these casino operation areas. Our Engineers who are part of our Support/Delivery Services team travel around the US, and in some cases around the world, working as the hands-on systems integrator of IGT’s propriety systems at our client sites. Their technical library is vast across a platform that will involve the deployment of Windows Servers, Cloud, SQL Servers, VMware, Networking in a shared storage environment. If you thrive on having your hands in a little bit of everything, traveling all over, going from project to project our ingenious integration team wants you to get into the game.
Level 2 Support
Working hours 6PM - 2AM CET
On-call team rotations per week
Responsibilities
• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging computer systems, complex software, or networked and/or wireless systems.
• Managing cases, requests and enhancements using online tools and processes.
• Ensuring that client systems are fully operational, and any loss of service is restored in a timely and efficient manner.
• Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times. Administer and resolve applications issues, provide updates, workaround resolution and perform root cause analysis as well as problem management.
• Identify and provide resolutions ranging in complexity from medium to high.
• Create productive relationships with and between counterparts of engineering and customer support departments.
• Ensure that solution and application support documentation is maintained to the highest quality and accuracy.
• Shift Work, swing & graveyard coverage
• To assist with the support of internal applications and infrastructure.
• Creation and distribution of knowledge and information with other team members and the company.
• Providing assistance and cover for other team members where required.
• Ability to learn and master employer-specific software.
• May be involved in customer installation and training.
• Obtain and maintain gaming licensing in numerous gaming jurisdictions (state and tribal).
• Ability to create and update Knowledge Base Articles on support of our applications.
• Excellent analytical and problem-solving skills.
• Ability to work both independently and as part of a team.
• Excellent customer service skills.
• Excellent written/oral communication and presentation/product demonstration skills.
• Flexibility - responsibilities may require evening and weekend work as well as it is an on-call position.
• Excellent communication and interpersonal skills.
• Strong organizational skills and a keen attention to detail.
• Ability to travel domestically and possibly internationally up to 25% of the time.
• Practical experience of, Ezpay, Resort Wallet, IGTPay or Previous Casino Experience in Audit, Slot Floor Operations.
• Strong understanding of Linux, Azure, Cloud, Kubernetes.
• Install, configure, administer and troubleshoot the latest Microsoft Windows and SQL Servers as well as previous versions going back to 2003.
• Install, configure, administer and troubleshoot Linux based platforms
• Network infrastructure (Brocade, Cisco, Dell, HP, Juniper, SonicWall), physical and virtual load balancers (A10, F5, HAProxy, OPNSense)
• Transact SQL
• PostgreSQL experience
• ELK Dashboard experience
• CMDB and ITIL practices
• Hardware/software set-up and installation
• Setting up network design and implementation
• Previous experience dealing with support cases or requests via e-mail, telephone and in person.
• Strong working knowledge of SQL Databases & network configuration.
• Strong requirement gathering and specification planning.
• Ability to understand the logic flow of programming through reading T-SQL content.
• SQL Server administration or development.
• Ability to write stored procedures, jobs and T-SQL queries to troubleshoot and create workarounds.
• Strong Report Builder creation and modification skills
• Strong understanding of change and release management.
• Strong understanding of problem management.
• Strong understanding of software development cycle.
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#LI-REMOTE
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.