Business Systems Engineer

JACK Entertainment; Cleveland (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

JACK Entertainment seeks an experienced IT professional to provide advanced-tier technical support for business systems and to serve as an escalation point for Tier 1 and Tier 2 incidents. The role includes system administration, maintenance, and implementing approved updates and enhancements.

You will troubleshoot hardware and software, support system implementations, and document configurations and procedures.

Qualifications

• Bachelor's degree in IT, CS, or related field (or equivalent work experience).
• Minimum 5 years of IT support or system administration experience.
• Experience with gaming systems, POS, kiosk technologies, or casino-specific tech is highly desirable.
• Ability to work independently and collaboratively in a fast-paced, high-demand environment.
• Experience supporting enterprise-level systems.

Responsibilities

• Provide advanced-tier technical support for business systems; act as escalation point for Tier 1/Tier 2 incidents.
• Perform system administration, maintenance, analysis, updates, and enhancements.
• Troubleshoot hardware and software issues; implement approved solutions.
• Support system implementations and upgrades.
• Document system configurations, processes, and troubleshooting procedures.
• Collaborate with vendors for issue resolution, including system upgrade implementation planning, and problem resolution
• Recommend process improvements and system optimizations.
• Assist in training IT team members and end users in system functionality.
• Ensure compliance with established IT standards, policies, and security practices.

Skills

Business systems understanding

Collaborative work

Enterprise hardware/software

Problem-solving

Time management

Analytical/decision making

Education

Bachelor’s degree in IT/CS or related field

Tools

Gaming systems

POS systems

Kiosk technologies

Job description

• Provide advanced-tier technical support for business systems; act as escalation point for Tier 1/Tier 2 incidents.


• Perform system administration, maintenance, analysis, updates, and enhancements.


• Troubleshoot hardware and software issues; implement approved solutions.


• Support system implementations and upgrades


• Document system configurations, processes, and troubleshooting procedures.


• Collaborate with vendors for issue resolution, including system upgrade implementation planning, and problem resolution


• Recommend process improvements and system optimizations.


• Assist in training IT team members and end users in system functionality.


• Ensure compliance with established IT standards, policies, and security practices.

Essential Duties & Responsibilities

• Provide advanced-tier technical support for business systems; act as escalation point for Tier 1/Tier 2 incidents.


• Perform system administration, maintenance, analysis, updates, and enhancements.


• Troubleshoot hardware and software issues; implement approved solutions.


• Support system implementations and upgrades


• Document system configurations, processes, and troubleshooting procedures.


• Collaborate with vendors for issue resolution, including system upgrade implementation planning, and problem resolution


• Recommend process improvements and system optimizations.


• Assist in training IT team members and end users in system functionality.


• Ensure compliance with established IT standards, policies, and security practices.

Knowledge, Skills, And Abilities

• Solid understanding of business systems architecture and functions.


• Ability to work collaboratively with multiple teams and departments.


• Proficiency with enterprise-class hardware, software, and networking.


• Strong problem-solving skills in technical environments.


• Ability to manage multiple tasks with strong time management skills.


• Strong analytical and decision-making skills.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent work experience.


• Minimum 5 years’ experience in IT support or system administration.


• Experience with gaming systems, POS, kiosk technologies, or similar casino-specific tech is highly desirable.


• Ability to work independently and collaboratively in a fast-paced, high-demand environment.


• Experience supporting enterprise-level systems.

Physical, Mental & Environmental Demands

• Must be able to lift and carry up to 50 lbs.


• Must be able to stand, walk, or sit for extended periods (minimum 4 hours).


• Ability to maneuver throughout all areas of the property including stairs and escalators.


• Must be able to work varied shifts, including nights, weekends, and holidays.


• Must tolerate loud noises, bright lights, and dusty environments.


• Manual dexterity to operate computers and office equipment.


• Ability to manage multiple tasks and adapt to shifting priorities under pressure.


• Must be able to read, write, speak, and understand English clearly.

Core Competencies

• Technical Aptitude: Understands a variety of systems, networks, and hardware.


• Customer Focus: Delivers excellent service to internal and external customers.


• Accountability: Follows through on responsibilities and takes ownership.


• Communication: Clear and professional in both verbal and written formats.


• Adaptability: Maintains composure and flexibility in a 24/7 operational setting.