Technical Support Engineer III

: Location: Las Vegas, NV, US, 89119 Requisition ID: 13974

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

Overview

• This position leverages advanced in-depth field and technical expertise in IGT systems products to lead complex and technical analyses to diagnose and solve systems problems, and to lead and executes the full scope of large, complex troubleshooting assignments that involve multiple technology systems.
• Technical issues being addressed may be related to, but not limited to hardware, software, database, firewall and/or the network.
• Work in the field one month each year to ensure continued familiarity with field conditions and to temporarily substitute for a field trainer.
• Participate in the development and deployment of Field Support strategies and operating plans and through the completion of assigned projects, work to achieve the strategies of Systems Support.
• Work on process improvement, creating new methods, policies and processes.
• Lead in contributing to new and modified equipment and specifications and processes for the operation, maintenance and troubleshooting of systems.
• Lead and mentor less senior support engineers and work on clearing logged open cases focusing on complex problems.
• Other duties as assigned by management staff.

• Provide support and training to casino operators on IGT products.
• Work with team to understand customer operations and systems modules.
• Walk through system configuration.
• Highly experienced in Auditing and multiple Financial Reports tied to Gaming.
• Provide ongoing initial set up support.
• Provides customer training support.
• Developing working relationships with high level casino personnel.
• Participate in operational audits and process analysis.

• Adhere to IGT/departmental standards of conduct, safety regulations and other IGT policies and procedures.
• Put your superior troubleshooting skills in play solving complex field problems during normal business operations, after upgrades or new installations, helping the Systems Support team ensure 100% customer satisfaction.
• Grow to a team leader and mentor junior members and new members of the team.
• Work with Development and Product Managers on product defects and enhancements.

Requirements

• Bachelor's degree or combination of experience and education required.
• In depth proficiency in server and computer systems including, network administration, OS installation, software support, database administration, system installation/integration.
• Technical aptitude, professional presentation skills, and superior customer service skills required.
• Ability to obtain required licensing documents and approvals for domestic and international travel required.
• Experience with Windows products (Excel, Word, PPT, and Outlook).
• Expert knowledge of SQL including Microsoft's Management Studio and SQL performance.
• Advanced communication skills (listening, constructive feedback, conflict resolution, writing, presentation).
• Ability to travel occasionally up to 25% of the time.
• Ability to work occasional late-night or weekend overtime as business needs require.
• Serve in an on-call rotation for after hours support.
• Must be at least 21 years of age
• Ability to multi-task and drive progress on multiple simultaneous in-flight initiatives.
• Ability to work well individually or collaboratively, with minimal supervision.
• Possess strong organizational, analytical, and troubleshooting skills.
• Ability to carry out activities related to new installations, upgrades and long-term maintenance support of any/all IGT Gaming Systems software applications.

• Minimum four (4) years casino experience or equivalent gaming industry experience. IGT systems experience or casino operation experience desired.
• Knowledge in these areas: Windows Server 2008-2019, SQL Server 2005-2019, deployment/administration/querying, network design/troubleshooting, Microsoft Clustering, VMWare, Nutanix, Storage Solutions, Active Directory, Backup Solutions, Antivirus, and Linux.
• Advanced in-depth knowledge of the gaming industry, gaming regulations and casino operations highly.
• ITIL certifications or understanding of ITIL process.
• Microsoft Database certifications or equivalent.
• IT related certifications preferred, with preference given to Microsoft, VMWare, Cisco.
• Experience with casino gaming operations.

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

#LI #IGT #BelongWithIGT #belonging #Global #diversitymatters #careers

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, 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 sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

At IGT, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $53,800-$129,500. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable.

Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses. In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.