Technical Operations Engineer

OttoMate; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

OttoMate is seeking a Technical Operations Specialist to provide local U.S. technical support for casino management system deployments and ongoing operations.

You will assist with installation, configuration, testing, go-live, and post-implementation stabilization while coordinating with Asia-based teams and regional stakeholders. You will diagnose issues across software, hardware, and network components, document procedures, and help maintain high system availability and service quality through

Qualifications

• Bachelor's or an associate degree in information technology, computer science, information systems, engineering, or related field (or equivalent practical experience).
• 2–4 years of experience in technical support, application support, systems implementation, IT operations, or related fields.

Responsibilities

• Support on-site and remote installation, configuration, testing, and go-live activities for deployments.
• Provide Level 1 and Level 1.5 technical and application support, including troubleshooting and incident management.

Skills

Troubleshooting

Incident management

Customer service

Communication

Go-live support

Education

Bachelor/Associate degree in IT or related field

Tools

Ticketing systems

Documentation tools

Job description

The Technical Operations Specialist provides local U.S. technical support for casino management system implementations and ongoing operations. This role supports installation, configuration, application troubleshooting, incident triage, go-live activities, and post-implementation stabilization while coordinating with Asia-based technical teams and other regional stakeholders. The position helps ensure customer environments are technically prepared, effectively supported, and maintained with high system availability and service quality.

Responsibilities

• Supporting on-site and remote installation, configuration, testing, and go-live activities for casino management system deployments.
• Providing Level 1 and Level 1.5 technical and application support, including troubleshooting, incident management, issue replication, and customer communication.
• Diagnosing and resolving application, integration, workstation, peripheral, basic hardware, and network connectivity issues, including coordinating hardware replacement (RMA) when required.
• Coordinating escalations of complex technical issues with regional support, product, development, infrastructure, and Asia-based technical teams to support timely resolution.
• Assisting with system configuration, data preparation, user acceptance testing (UAT), and post-implementation stabilization.
• Preparing and maintaining technical documentation, installation guides, troubleshooting procedures, and knowledge base articles.
• Monitoring recurring issues and recommending improvements to support processes, deployment procedures, and customer readiness.
• Delivering professional customer support and collaborating with remote technical teams to maintain high system availability and service quality.

Requirements

• Have a bachelor's or associate degree in information technology, Computer Science, Information Systems, Engineering, or a related technical field, or equivalent practical experience.
• Possess 2–4 years of experience in technical support, application support, systems implementation, IT operations, enterprise software, gaming technology, or hospitality systems.
• Demonstrate strong troubleshooting skills across software applications, workstations, peripherals, and basic network connectivity.
• Have familiarity with incident management, ticketing systems, escalation processes, software deployment, testing, and go-live support.
• Demonstrate excellent documentation, communication, and customer service skills.
• Work independently at customer sites while collaborating effectively with remote regional support teams and stakeholders