Kiosk Support Specialist III

Everi - Las Vegas, NV (30+ days ago)3.5


Everi was born when two companies that have served the casino industry for decades — Global Cash Access and Multimedia Games — became one with the mission of becoming a transformative force on the casino floor. Upon its launch in 2015, Everi is committed to expanding its innovative and creative reach, building a culture based on the tenets of respect and transparency, and continuously striving to see how the company can help patrons and operators alike have transcendent experiences on the casino floor - www.everi.com

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Location: Las Vegas, NV

**Full-time / 40+ hours per week. Must be flexible for overtime, including evenings, weekends and holidays as required. Must be able to respond to emergency service calls via cell phone 24 hours a day, 7 days a week**

Responsibilities:
Diagnose kiosk, server and ATM problems; coordinate appropriate resources for resolving issues with IT and development.
Monitor and maintain all Product Support Management cases, ensuring all cases are handled within the defined SLA time frame. o Assign tasks to team members based on workload and expertise.
Reinforce all SLA’s with internal and external customers.
Assist in providing Level 1 Support when request volumes are high.
Act as the escalation point for advanced or difficult cases.
Escalate problems (when required) to proper management. o Includes Software/Hardware fixes for platforms managed internally by Everi.
Test fixes, ensuring resolution of diagnosed problem.
Oversee installation, configuration, maintenance and troubleshooting of customer’s environment as it relates to machine operations/hardware and system operations/hardware.
Assist in software releases and roll-outs for servers, kiosks and ATM’s.
Ensure network connectivity of all servers, kiosks, ATM’s and other network appliances that interface with our equipment.
Manage all customer server Installs and Maintenance, including but not limited to, IIS Servers and Databases. o Perform all initial communication configuration and setup during deployment.
Perform hands on fixes to backend Databases and IIS Servers.
Perform all preventative maintenance including checking and cleaning of servers.
Escalate problems (when required) to proper management.
Develop and manage internal and external customer relationships, ensuring issues are resolved within the defined SLA time frame.
Create and maintain all documentation related system configuration, networking, database mapping, processes and service records for customer setups and quick find references.
Evaluate documented resolutions and analyze trends for ways to prevent future problems; create documents to help team members find resolutions quickly
Record, track and document the problem-solving process, including all successful and unsuccessful decisions made and actions taken throughout the process to final resolution.
Perform other related duties as assigned.

Qualifications:
Bachelor’s degree in Engineering, IT, or Computer Science preferred.
5-8 years of experience with software and hardware in the IT industry, casino experience a plus.
2+ years of technical customer support and troubleshooting experience, external customer support ideal
Demonstrated understanding of casino / gaming environments and requirements
Microsoft SQL Server Setup / Query Writing – Database Administrator experience a plus
Microsoft IIS Server Knowledge – Microsoft Server 2008 R2 and Higher – Server administrator a plus
Microsoft Windows 7 or Higher – Troubleshooting skills (A+ Certification a Plus)
Excellent hardware / software troubleshooting experience.
Proficiency with various MSWindows operating systems and software.
Demonstrated working knowledge of MS SQL preferred.

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Everi is an Equal Opportunity Employer. All qualified applicants and employees will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, age, disability, marital status, or any other characteristic or class protected by federal, state, or local law.

** For All Recruitment Agencies **

Everi does not accept agency submittals unless it has been cleared with our Recruiting Director or Recruiting Manager. Please do not forward resumes to our Executive team, Management team, or any current Everi employee for review. Everi is not responsible for any fees related to unsolicited resumes.