Welcome to the world of land-based gaming. At Light & Wonder, its all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.
Position Summary
The person in this position performs system configuration, customer support, maintenance, and installation of LNW system products & applications. This position will be the frontline interface to the customers on all systems-related issues in a more senior supervisory role.
Qualifications
Essential Duties and Responsibilities
- Provides customer support to the systems customers within expected SLAs under all expected L1 support initiatives.
- Provide routine preventative and service maintenance support for all system products.
- Provides installation and modification support for all products and systems supported.
- Thorough understanding of functions and operation of system products, and client operations.
- Assists in identifying systems, component or equipment failures and coordinates corrective action in cooperation with other company or vendor groups.
- Provides on-call 24-hour 7 days a week support when designated as the on-call representative.
- Analyses operational difficulties and gathers information to isolate causes of failure or problems.
- Answer customer questions on system capabilities, reports and operations.
- Provide weekly reports for work performed and customer escalations.
- Attend/run all customer meetings on-site with full understanding, information, and/or updates.
- Functions as an LNW representative and develops and ensures positive customer relations and professional service support for systems and products supported.
- Acquires, develops, and maintains knowledge of LNWs Gaming Systems department - Products and services, and the clients internal Standard Operating Processes.
- Contributes to client handbook updates and become 2IC role to the Services Manager.
- One to two years of engineering experience.
- Must have working knowledge of Windows Server, SQL querying and Linux.
- One to two years of gaming or equivalent experience.
- Logging and tracking of Service Requests, Salesforce - or similar
- A Working knowledge of SQL
- Some understanding of software architecture and programming a plus
- Some working knowledge of IP networking and principles including Hubs, switches and routers
- Demonstrated knowledge of PC operating systems, digital equipment components and their discrete parts
- Microsoft Office skills
- Strong interpersonal and communication skills.
- Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Ability to manage issues requiring problem resolution and conflict management.
- Ability to work with others to accomplish business objectives.
- Bachelor's or Associate's Degree/Equivalent in Computer science or related field of study or equivalent experience;
- Data Science
- Computer Science
- Information Management Systems
- Statistics & Analysis
- API Management
Others
Should hold a valid SA Drivers License
Working Conditions:
- The work conditions are representative and typical of similar jobs in comparable organizations.
- Travel to clients locally is required.
- May need to work extended hours on need basis to meet the timelines.
- Hybrid 3/2 - remote work 2x per week.
