Reporting to Assistant Director, Casino Technical & Support and will be responsible for consistently provide customer satisfaction through technical support of end users. Perform responsibilities in accordance with all Company standards, policies, and procedures.
Duties may include but not limited to:
- Consistently provide customer satisfaction through technical support of end users(customers) by responding to and following up on support calls in a timely manner (routed by phone, e-mail, radio and face-to-face), work requests and project tasks, and resolving customer issues in a timely manner.
- Be familiar with and uses all available tools and utilities for troubleshooting user problems including administrative utilities, and diagnostics for systems supported by the team.
- Escalate calls that require additional or different levels of support to IT staff, technicians, application developers or 3rd-party vendors as needed, and follow up to ensure problem is resolved.
- Repair, maintain, upgrade, configure, and install all gaming devices including, but not limited to, gaming terminals, redemption kiosks and table games with computer interfaces.
- Effectively install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
- Install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products when necessary.
- Develop an awareness of repeat or chronic problems and strive to resolve the core issue.
- Act in accordance with the Slot Department’s & Company’s policies and procedures & standards.
- Participate in and provides preventive maintenance per maintenance schedule.
- Must be able to work in a highly regulated environment.
- Must be able to work in a customer service environment
- Maintain awareness of equipment standards and software revision levels while staying current with technologies and solutions via training, seminars, journals, and technical papers.
- Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or gaming device problems.
- Maintain a line of communication with the IT and Gaming Departments at all times while on duty.
