Job Function
Other
Description
Position Title: Technical Support Specialist
Description
Job Summary
Reporting to the Technical Support Manager, the Technical Support Specialist is responsible for providing technical customer support for AGS Class II and Class III gaming operations for customers located in the United States, Canada and Mexico. This position requires, but is not limited to, software and network troubleshooting, logging of trouble tickets in a ticketing system, and dispatching Field Service personnel when required.
Responsibilities
- Answer incoming calls for technical support from customers or Field Service technicians
- Record customer information and detailed descriptions of issues and resolutions for each incident in the ticket system in a timely manner which will be used for Engineerings trend assessments
- Properly prioritize tickets depending on level of severity and escalate when required
- Walk customer and/or field technicians through resolving trouble software or hardware issues over the phone or on-site
- Answer customer and/or field service technicians questions on hardware issues, basic AGS system operation or reporting procedures.
- Follow up with customers and/or field service technicians until trouble issue is resolved successfully.
- Act as the liaison between field services personnel and engineering when needed.
- Dispatch field personnel depending on need determined by the issue called in.
- Contribute and maintain information stored in the knowledge base system for commonly occurring problems.
- Provide support when needed to the AGS IAA (Installation and Administration) group for scheduled installs or upgrades.
- Provides support and/or Overflow for CSC (Customer Service Center) with internal or external customer calls and/or Astea Requests
Skills and Requirements
- At least 21 years old
- High school diploma with additional college coursework desired
- Associates degree in technical, computer related discipline or relevant on the job experience
- Minimum 3 years technical support
- Windows 2003, Windows XP, Windows 7, and Windows 10 knowledge
- Basic Microsoft SQL knowledge. Ability to create and run queries
- Strong Ability to work, communicate, and troubleshoot within a group
- Strong Analytical and organization skills
- Strong written and oral communication
- Work effectively under pressure
- Available for on-call on a rotating basis/multi-shift
- Some travel required (5%)
- Gaming License Eligibility. You must be able to pass a background check up to the past 20 years for arrest, conviction, sealed or expunged records
- Microsoft certified professional (MCP) or above, A+, CCNA or relevant technical certifications a plus
- Linux experience a plus
- Computer networking skills - TCP/IP, router and switch knowledge is helpful
- Proficiency with Dell PowerEdge servers a plus
- Bilingual in Spanish to support our market in Mexico a plus
Note: All offers are contingent upon successful completion of a background check
*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.
AGS in an equal opportunity employer.
Equal Opportunity Employer, including disability/protected veterans
PI279071716
Job ID: 80823977