Field Service Technician - Gaming Hardware & Cash Systems (NH)

Bally’s Corporation; California (MO); On-site; USD 29,000 - 33,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k Match

Paid Holidays

Parental Leave

Disability Coverage

Employee Assistance Program

Job summary

Bally’s Intralot is seeking a Field Service Technician based in New Hampshire to escalate complex issues and support Tier 1 teams. You will diagnose hardware and software problems on VLTs, COAMs, and cash devices, guiding frontline staff and ensuring rapid, accurate resolutions in a regulated gaming environment.

Responsibilities include incident trend analysis, documenting steps, and contributing to process improvements while collaborating with field teams and vendors for persistent issues.

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

Bally’s Intralot is seeking a Field Service Technician based in New Hampshire to escalate complex issues and support Tier 1 teams. You will diagnose hardware and software problems on VLTs, COAMs, and cash devices, guiding frontline staff and ensuring rapid, accurate resolutions in a regulated gaming environment.

Responsibilities include incident trend analysis, documenting steps, and contributing to process improvements while collaborating with field teams and vendors for persistent issues.