Field Service Technician – Tier-2 Gaming Tech Support

Bally’s Corporation; Raymond (NH); On-site; USD 25,000 - 34,000; Full time

Benefits offered by this job

Health insurance

401k match

Paid holidays

Sick leave & disability

Employee assistance

Parental leave

Career growth opportunities

Job summary

Bally’s Intralot is hiring a Field Service Technician based in New Hampshire (Keene, Portsmouth, Dover, Raymond, or Laconia). You will escalate, troubleshoot, and resolve complex hardware and software issues on VLTs, COAMs, and cash devices, while guiding Tier 1 agents and documenting incidents to improve operations.

You will work with field service teams, vendors, and support tiers to resolve persistent issues, maintain logs, develop guides, and participate in onboarding to boost team

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 hiring a Field Service Technician based in New Hampshire (Keene, Portsmouth, Dover, Raymond, or Laconia). You will escalate, troubleshoot, and resolve complex hardware and software issues on VLTs, COAMs, and cash devices, while guiding Tier 1 agents and documenting incidents to improve operations.

You will work with field service teams, vendors, and support tiers to resolve persistent issues, maintain logs, develop guides, and participate in onboarding to boost team