Service Operations Engineer

Aristocrat; United States; On-site; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Tech Support Representative to enhance their Tech Support team. This pivotal role involves managing critical incidents, providing expert guidance, and ensuring seamless communication with customers. You'll leverage your strong troubleshooting skills and systems orientation to maintain operational excellence while training new hires and existing staff. Join a dynamic environment where your contributions will be valued, and help shape the future of technical support in a company that prioritizes innovation and quality service.

Qualifications

• Experience with complex integrated systems and strong troubleshooting skills.
• Deep knowledge of networking protocols and systems orientation.

Responsibilities

• Front-line responsibility for critical incidents and quality review of ongoing tickets.
• Act as a subject matter expert and provide training for technical support representatives.

Skills

Troubleshooting Skills

Systems Orientation

Networking

SQL

TCP/IP

HTTP

DNS

SSL

Web Applications

Load Balancers

Proxies

Firewalls

Fluency in English

Tools

Jenkins

Git

Jira

Bamboo

JMeter

Job description

Currently we are looking for a Senior Tech Support Representative to join the Tech Support team. More information on the requirements and responsibilities will be down below.

I. MAIN DUTIES AND RESPONSIBILITIES

1. Front-Line responsibility for Critical and Major incidents.
2. Senior escalation point for time-based elevations (close to breaching SLA).
3. Perform quality review for ongoing tickets.
4. Act as a Subject Matter Expert for regular technical support representatives in the department.
5. Maintain and create knowledgebase articles.
6. Perform new feature training courses for the regular technical support representatives in the department.
7. Perform new hire training for the newcoming technical support representatives.
8. Monitoring the welfare of the servers and databases in production using various tools.
9. Fix critical malfunctions and try to minimize down-time to no-time.
10. Manage failures to be sufferable and escalate them to relevant teams.
11. Communicate with customers over issues they raise, either by answering a phone call or replying to a helpdesk ticket.
12. Adhere to the Service Level Agreement (SLA) for the assigned activities.
13. If required, should be flexible to work beyond shift hours to help address high volume / transactions inflow.
14. Maintain transparent communication with immediate supervisors, with respect to work undertaken and ensure SLAs should not get breached.
15. Attend & Contribute to Daily Huddles, Meetings & Ad hoc Meetings when required.

II. INFORMATION LINKS AND RELATIONSHIP

Directly subordinate to the NOC Team Leader in implementing the organizational capacity to carry out our links and relationships with all actors in the company.

What We're Looking For

III. REQUIREMENTS

1. Systems orientation and experience – Networking, SQL.
2. Strong troubleshooting skills.
3. Experience with complex integrated systems.
4. SW Qualification / Integration / SW Development experience.
5. Work in complex activities in project and matrix environment in parallel.
6. Deep knowledge of TCP/IP, HTTP, DNS, SSL, Web Applications, Load balancers, proxies and firewalls.
7. Experience with the following an advantage – Jenkins, Git, Jira, Bamboo, JMeter.
8. Fluency in English.

Travel Expectations

None

Additional Information

Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.