Senior Field Service Technician - Gaming Hardware & Support

Intralot; Keene (NH); On-site; USD 25,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

6% 401k Match

Paid Holidays & Vacation

Paid Sick & Disability

Employee Assistance Program

Maternity/Paternity Leave

Growth opportunities

Job summary

Bally’s Intralot in New Hampshire is seeking a Field Service Technician based in Keene, Portsmouth, Dover, Raymond, or Laconia to join our technical operations team.

In this role you will troubleshoot advanced hardware and software issues on VLTs, COAMs, and cash devices, serve as a second escalation for Tier 1, coach agents in real time, document incident trends, and support ongoing process improvements in a tightly regulated gaming environment.

Qualifications

• Experience handling hardware and software issues related to gaming hardware (VLTs, COAMs, cash devices).
• Ability to guide Tier 1 agents in real time during customer interactions.
• Strong analytical skills to document incident trends.
• Experience creating and updating troubleshooting documentation and FAQs.

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

Troubleshooting software

Documentation

Coaching Tier 1

Job description

Bally’s Intralot in New Hampshire is seeking a Field Service Technician based in Keene, Portsmouth, Dover, Raymond, or Laconia to join our technical operations team.

In this role you will troubleshoot advanced hardware and software issues on VLTs, COAMs, and cash devices, serve as a second escalation for Tier 1, coach agents in real time, document incident trends, and support ongoing process improvements in a tightly regulated gaming environment.