Field Service Technician: Gaming Hardware & Software Expert

Intralot; Mount Helena; On-site; AUD 85,000 - 121,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision

401k Match

Paid Holidays

Paid Vacation

Disability Insurance

Employee Assistance Program

Parental Leave

Job summary

Intralot is seeking a Field Service Technician to join Bally’s Intralot in Montana. You will serve as the second level of escalation for Tier 1 issues, troubleshooting complex hardware and software problems on VLTs, COAMs, and cash devices, while coordinating with field teams and vendors.

You will guide Tier 1 agents in real time, document incident trends, and contribute to process improvements. You will maintain logs in our ticketing system and participate in onboarding, ensuring timely

Qualifications

• Second level escalation for issues not resolved by Tier 1
• Troubleshoot hardware/software for VLTs, COAMs, and cash devices
• Guide Tier 1 agents in real time and coach during interactions
• Analyze incident patterns and suggest improvements
• Collaborate with field service teams, vendors, and third-level support
• Maintain detailed logs in the ticketing system
• Develop and update internal docs and FAQs for Tier 1 support
• Participate in onboarding and ongoing training of Tier 1 agents
• Provide feedback on recurring issues and process bottlenecks
• Assist with system testing, validation or incident response

Responsibilities

• Serve as the second level of escalation for technical issues not resolved by Tier 1 support agents
• Troubleshoot and resolve advanced technical problems related to VLTs, COAMs, and cash devices, both hardware and software related
• Assist Tier 1 agents in real time with technical guidance and coaching during customer interactions
• Analyze and document incident patterns to identify trends and recommend process or product improvements
• Collaborate with field service teams, vendors, and third-level support to resolve complex or persistent issues
• Maintain accurate and detailed logs of all troubleshooting steps and resolutions within the ticketing system
• Develop and update internal documentation, troubleshooting guides, and FAQs for Tier 1 support
• Participate in the onboarding and ongoing training of Tier 1 agents to improve team capability
• Provide feedback to the Technical Support Lead on recurring issues, performance gaps, or process bottlenecks
• Assist with system testing, validation, or incident response as needed

Job description

Intralot is seeking a Field Service Technician to join Bally’s Intralot in Montana. You will serve as the second level of escalation for Tier 1 issues, troubleshooting complex hardware and software problems on VLTs, COAMs, and cash devices, while coordinating with field teams and vendors.

You will guide Tier 1 agents in real time, document incident trends, and contribute to process improvements. You will maintain logs in our ticketing system and participate in onboarding, ensuring timely