Operator II, Customer Support Center

NRT Tech; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

NRT is seeking an Operator II in its Customer Support Center to provide first-line and escalated technical support for internal and external clients. You will diagnose and resolve issues across hardware, software, networking, and business applications in a fast-paced environment.

Monitor systems, respond to alerts, and collaborate with Team Leads to drive improvements. A background in IT with CCNA and Windows Server experience is preferred.

Qualifications

• Bachelor's degree or college diploma in CS, networking, or related field.
• CCNA certification preferred.
• Experience handling escalations from Tier 1 support.
• Solid knowledge of operating systems, hardware, and networking concepts.

Responsibilities

• Monitor NOC systems and infrastructure health to ensure service availability.
• Perform advanced troubleshooting on products, systems, and hardware.
• Respond to alerts from monitoring dashboard and incidents.
• Handle escalations from Tier 1, owning complex incidents.
• Collaborate with Team Leads for escalated issues.
• Manage internal Jira tickets and ticket lifecycle.
• Oversee shared support inboxes and routing of emails.
• Document troubleshooting steps and system behaviors.
• Guide Tier 1 technicians to improve troubleshooting.
• Participate in continuous improvement by identifying recurring issues.

Skills

Problem-Solving

Customer Service

Communication

Time Management

Multi-tasking

Education

Bachelor's or College Diploma in CS/Networking/related

CCNA Certification

Tools

Jira

Network Monitoring Tools

Windows Server Administration

Job description

Operator II, Customer Support Center

About NRT

At NRT, we build more than solutions: we build up each other.

NRT is a worldwide leader in future-ready FinTech and Information Technology designed to elevate and enhance the enterprise gaming industry. Our next-generation solutions encompass every aspect of the modern integrated resort, including secure payment systems, AML compliance and reporting tools, credit information and electronic marker services to intelligent and engaging table game platforms, dynamic financial and marketing kiosks, and our completely customizable digital gamification and mobile experiences. NRT has acquired JOINGO®, a revolutionary resort app engagement platform dedicated to unifying guest experiences, offering a seamless experience from booking to checkout through App Builder, which has more than 100 third-party integrations which are unmatched in the industry. Our strategic partnerships have resulted in the most convenient, reliable, and secure omni-channel payment ecosystem in the industry. Our collective solutions are used by casinos, race and sports operators, lotteries, banks, and retailers-- globally-- to dazzle their guests.

We’re dedicated to building a better future for all, including environmental initiatives designed to reduce our carbon footprint. Some of our actionable initiatives include utilizing green energy, digitizing our internal processes, and implementing our unique cashless solutions.

NRT believes in the value of connection and community. We believe that our diversity in skills and background makes us a unique and formidable culture. Additionally, we believe in encouraging the growth of individual development, and recognize that our success depends on developing each other. We know that to be the innovative FinTech leader that we are, it’s all hands-on deck. NRT knows that to stand firm, we need to stand together.

Our innovative products and success allow us to reward you with competitive salaries, paid time off, individual growth plans, community sharing, collaboration, Health Benefits (including medical, vision, dental, EAP, etc) and more. NRT has metrics designed to get you to where you want to be in your career, and we are your biggest advocate for professional development. We provide training, product knowledge demos, tiered-lever skill building, development workshops, teambuilding exercises, webinars, collaboration, and more. Joining NRT is more than a job: it’s an opportunity to grow and discover.

To learn more about who we are and what we do, visit our website at www.nrttech.com.

The Operator II, Customer Support Center provides first line and escalated technical support for internal and external clients by diagnosing, troubleshooting, and resolving basic issues across hardware, software, networking, and business applications. This role requires strong customer service skills, the ability to work independently, and comfort operating in a fast paced, high volume support environment.

Core Competencies

• Problem-Solving
• Customer Service
• Communication
• Time Management
• Multi-tasking

Responsibilities

• Monitor NOC systems and overall infrastructure health to ensure continuous service availability and early detection of issues.
• Perform advanced troubleshooting on products, systems, and hardware, driving incidents to resolution with minimal downtime.
• Actively monitor and interpret alerts from infrastructure monitoring dashboard, responding quickly to service-impacting events.
• Handle escalations from Tier 1 support, taking ownership of complex incidents and restoring service efficiently
• Collaborate with Team Leads when additional technical expertise or decision-making is required for escalated issues.
• Manage internal Jira tickets, including creation, prioritization, and assignment, especially during service desk absences.
• Oversee shared support inboxes, ensuring timely responses and proper routing of incoming emails to Tier 1 staff
• Maintain clear documentation of troubleshooting steps, incident resolutions, and system behaviors to support knowledge sharing.
• Provide guidance and support to Tier 1 technicians to improve their troubleshooting capabilities and reduce future escalations.
• Participate in continuous improvement efforts by identifying recurring issues and recommending process or system enhancements.

Qualifications

• Bachelors degree or College diploma in Computer Science, Networking or related field
• Cisco Certified Network Associate (CCNA) Certification
• Proven experience to handle escalations from Tier 1 support and take ownership of complex technical incidents.
• Strong working knowledge of operating systems and deep familiarity with hardware systems
• Advanced troubleshooting and analytical problem solving skills across software, hardware, and infrastructure components.
• Solid understanding of networking concepts, with hands on experience using network monitoring and diagnostic tools.
• Experience with server administration and operating system management in production environments.
• Understanding of core security practices, including firewalls, VPN technologies, and secure access controls.
• Experience in incident response, system health monitoring, and maintaining high service uptime.
• Ability to diagnose and resolve infrastructure level issues involving servers, networks, and application services.
• Strong communication and documentation skills to support collaboration with Tier 1, Tier 2, and leadership teams.
• Microsoft Certified: Windows Server Hybrid Administrator Associate considered an asset