Field Technician, Gaming Hardware & Tier-1 Coaching

BALLY’S INTRALOT SA; Keene (NH); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401k Match

Holidays & Vacation

Sick Leave & Disability

Employee Assistance Program

Maternity/Paternity Leave

Global growth opportunities

Job summary

Join Bally’s Intralot as a Field Service Technician, based in Keene, NH and surrounding areas. You will troubleshoot and resolve complex hardware and software problems for VLTs, COAMs, and cash devices, acting as the second level of escalation for Tier 1 support and guiding frontline agents.

In this role you will document incidents, analyze trends, develop internal guides, and collaborate with field service teams and vendors to ensure timely resolutions in a regulated gaming environment.

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.

Skills

Second level escalation

Troubleshooting hardware & software

Documentation

Coaching Tier 1 agents

Tools

Ticketing system

Job description

Join Bally’s Intralot as a Field Service Technician, based in Keene, NH and surrounding areas. You will troubleshoot and resolve complex hardware and software problems for VLTs, COAMs, and cash devices, acting as the second level of escalation for Tier 1 support and guiding frontline agents.

In this role you will document incidents, analyze trends, develop internal guides, and collaborate with field service teams and vendors to ensure timely resolutions in a regulated gaming environment.