The Technical Operations Specialist will provide local U.S. technical capability for casino management system installation, configuration support, application support, technical troubleshooting, incident triage, go-live support, and escalation coordination with Asia technical teams. The role is responsible for ensuring that customer environments are technically prepared, supported, and stabilized during implementation and post-live operations.
Key Responsibilities:
- Support on-site and remote installation activities for casino management system deployments, including environment readiness checks, workstation or device coordination, connectivity verification, and technical setup support.
- Assist with system configuration, parameter validation, interface coordination, data preparation support, testing support, and go-live technical readiness activities under the direction of Asia implementation teams.
- Provide Level 1 and Level 1.5 application support for U.S. customers, including incident intake, ticket documentation, issue triage, troubleshooting, replication, and customer communication.
- Diagnose and resolve common application and integration-related issues.
- Perform basic hardware diagnosis and coordination of Return Merchandise Authorization (RMA) processes when equipment replacement or vendor repair.
- Coordinate escalations with Asia 2nd Level Application Support, product, development, and infrastructure teams for complex incidents, defects, configuration issues, and urgent customer-impacting matters.
- Support go-live activities, issue logging, prioritization, customer status updates, technical checks, and coordination with customer success resources.
- Prepare and maintain technical documentation, installation checklists, troubleshooting notes, known issue records, and knowledge base articles.
- Monitor recurring issues and recommend improvements to installation processes, customer readiness activities, support procedures, and escalation workflows.
- Provide customer-facing technical support with clear communication, professionalism, and sensitivity to casino operational uptime and regulatory expectations.
- Participate in knowledge transfer sessions with Asia technical teams and help build sustainable local U.S. technical support capability.
Required Qualifications and Skills:
- Bachelor’s degree or, associate degree in information technology, computer science, information systems, engineering, or a related technical field, or equivalent practical experience.
- 2 to 4 years of experience in technical support, IT operations, application support, systems implementation, field engineering, gaming technology, hospitality systems, or enterprise software support.
- Strong troubleshooting skills across application, workstation and peripheral issues.
- Basic knowledge on enterprise network connectivity during application troubleshooting.
- Understanding of incident management, ticketing processes, escalation procedures, root cause documentation, and customer communication standards.
- Ability to support software deployment, configuration validation, user acceptance testing, go-live readiness, and post-live stabilization activities.
- Strong documentation skills for installation guides, support notes, runbooks, issue logs, and knowledge base articles.
- Ability to work independently at customer sites while coordinating with remote Asia-based technical and application support teams.
- Professional communication skills and ability to interact with casino IT teams, operations users, supervisors, vendors, and internal stakeholders.
Pay: $40,000.00 - $80,000.00 per year
Benefits:
Work Location: Hybrid remote in New York, NY 10040
