Engineer I

JACK Main; Cleveland (OH); On-site; USD 42,000 - 70,000; Full time

Job summary

JACK Entertainment seeks an IT Support Professional to deliver first and second-level support for workstations, servers, and networks. You will install, upgrade, and maintain gaming and non-gaming hardware and software, resolve user issues, and escalate complex problems to senior engineers.

The role requires a high school diploma or GED, 2+ years in technical support, and familiarity with gaming systems or casino tech. Must be able to work varied shifts and maintain regulatory compliance.

Qualifications

• High school diploma or GED required; technical certifications are a plus.
• 2+ years of experience in technical support or IT operations.
• Knowledge of desktop computing, networking concepts and operating systems.
• Experience with gaming systems or casino-specific tech is highly desirable.
• Able to work independently and in fast-paced environments with strong communication.

Responsibilities

• Provide first and second-level support for workstation, server, and network issues.
• Install, upgrade, and maintain gaming and non-gaming hardware and software.
• Support system users and resolve technical issues promptly.
• Escalate complex problems to engineers and follow change management.
• Train end users and document procedures, ensure regulatory compliance.

Skills

Technical Aptitude

Customer Focus

Accountability

Communication

Adaptability

Education

High school diploma or GED

Technical certifications a plus

Tools

POS

Kiosk technologies

Job description

Essential Functions:

• Provide first and second-level support for workstation, server, and network issues.
• Install, upgrade, and maintain gaming and non-gaming hardware and software.
• Support system users and resolve technical issues promptly.
• Provide preliminary diagnostics, isolating faults, and escalating complex problems to Engineer II and senior engineers.
• Follow Change Management protocols for all system updates and configurations.
• Analyze and resolve technical problems related to production systems, software, and communication tools.
• Perform audits, document SOPs, and assist with procurement-related tasks.
• Interface with vendors and collaborate with IT and business teams to address system-wide issues.
• Assist in deploying new technologies.
• Ensure compliance with regulatory, security, and audit requirements.
• Train end users and assist in technical documentation efforts.
• Provide outstanding service to fellow team members and maintain a professional appearance.

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.

Education and Experience:

• High school diploma or GED required; technical certifications are a plus.
• 2+ years of experience in a technical support or IT operations environment.
• Working knowledge of desktop computing, networking concepts, and operating systems.
• 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.
• Strong communication, documentation, and customer service skills.
• Must be 21 years of age.

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.

Required Certification/License:

• Must be able to obtain, and maintain the below license requirements:
  • Ohio Casino Control Commission Gaming License through the State of Ohio.
  • Sports Gaming License through the State of Ohio
  • Ohio Lottery Gaming License through the Ohio Lottery Commission
• JACK Entertainment covers all fees associated with obtaining your license (i.e. application cost, background fees, and fingerprinting costs)