Field Service Technician

Bally’s Intralot as a Field Service Technician!

Responsibilities

• As a Field Service Technician, you will be the second level of escalation for technical issues that Tier 1 support cannot resolve.
• You will troubleshoot and resolve complex hardware and software problems related to VLTs, COAMs, and cash devices, while collaborating closely with our field service teams, vendors, and higher-tier support.
• In this role, you will also guide Tier 1 agents in real time, document incident trends, and contribute to improving our processes and products.
• Your work will help maintain smooth operations in a regulated gaming environment, ensuring timely resolutions and exceptional service for our clients.
• 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.
• 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.

Requirements

• Submission to, and ability to pass, a thorough pre-employment background check by the required
• State or District Lottery and Intralot, Inc. is a requirement of employment.

Benefits

• 🏥Medical, Dental & Vision Insurance 💰6% 401k Match 🌴Paid Holidays & Vacation 🏥Paid Sick, Short/Long Term Disability 👩‍⚕️Employee Assistance Program 👶Maternity/Paternity Leave 🌎 Global Prospects for professional growth.

Employment Eligibility Verification

Must possess valid documentation to establish identity and U.S. employment eligibility

A pre-employment drug screening is also a requirement. Intralot, Inc. is an Equal Opportunity Employer