Reporting to Supervisor, Casino Technical & Support and will be responsible for consistently provide customer satisfaction through technical support of end users. And responsible for all approved emergency repairs, preventive maintenance, installation, conversion, relocations and upgrades on all Slot Machines / Table Games and other gaming, and ancillary technology to ensure the efficient operation of gaming equipment and minimal downtime. Perform responsibilities in accordance with all Company standards, policies, and procedures.
Key Responsibilities
• Must be able to work in a customer service environment
• 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.
• Develop an awareness of repeat or chronic problems and strive to resolve the core issue.
• Receive and respond to incoming calls, pages, and/or e- mails regarding PC and/or gaming device problems.
• Act in accordance with the Slot Department’s & Company’s policies and procedures & standards.
• Maintain awareness of equipment standards and software revision levels while staying current with technologies and solutions via training, seminars, journals, and technical papers.
• Participate in and provides preventive maintenance per maintenance schedule.
• Inspect all new machines and conversions kit prior to installation onto the gaming floor. Perform Slot Machine, Table Games and related sub equipment moves, installation and reconfiguration to the gaming floor.
• 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.
• Repair, maintain, upgrade, configure, and install all gaming devices including, but not limited to, gaming terminals, redemption kiosks and table games with computer interfaces.
• 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.
• Maintain security of equipment, record. locks and keys.
• Assist in the management and control of spare parts. repairable items and consumables for Electronic Gaming Machines and Table Games Equipment’s.
• Must be able to work in a highly regulated environment.
• 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.
