Engineer I

JACK Entertainment LLC; Cleveland (OH); On-site; USD 42,000 - 62,000; Full time

Job summary

JACK Entertainment LLC is seeking a tech-support professional to provide first- and second-level support for workstation, server, and network issues in a fast-paced casino environment.

You will install, upgrade, and maintain gaming and non-gaming hardware and software, assist in deployments, and ensure compliance with regulatory and security standards while delivering outstanding service to team members.

Qualifications

• 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.

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.
• 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.
• 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.
• 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).

Skills

Technical aptitude

Customer focus

Accountability

Communication

Adaptability

Education

High school diploma or GED

Associates or better in IT or related field

Tools

Gaming systems

POS technology

Kiosk technologies

Job description

• 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.
• 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)

Education

High School or better.

Preferred

Associates or better in Information Technology or related field.

Licenses & Certifications

Required

OCCC Gaming

OLC Gaming

Sportsbook Gaming License

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.