Technical Support Specialist

1 Week ago • 3 Years +

IT & Infrastructure

Job Description

Reporting to the Technical Support Manager, the Technical Support Specialist provides essential technical customer support for AGS’ Class II and Class III gaming operations. This role involves assisting customers and field technicians across the United States, Canada, and Mexico with software and network troubleshooting. Key responsibilities include accurately logging trouble tickets, prioritizing issues, and dispatching Field Service personnel when necessary. The specialist will guide users through resolutions, maintain knowledge base information, and ensure timely follow-up to resolve technical challenges effectively.

Good To Have:

Microsoft certified professional (MCP) or above, A+, CCNA or relevant technical certifications.
Linux experience.
Computer networking skills - TCP/IP, router and switch knowledge.
Proficiency with Dell PowerEdge servers.
Bilingual in Spanish to support our market in Mexico.

Must Have:

Answer incoming calls for technical support from customers or Field Service technicians.
Record customer information and detailed issue descriptions in the ticket system.
Properly prioritize tickets depending on level of severity and escalate when required.
Walk customers and/or field technicians through resolving trouble software or hardware issues.
Answer questions on hardware issues, basic AGS system operation, or reporting procedures.
Follow up with customers and/or field service technicians until trouble issue is resolved.
Act as the liaison between field services personnel and engineering when needed.
Dispatch field personnel depending on need determined by the issue.
Contribute and maintain information stored in the knowledge base system.
Provide support to the AGS IAA group for scheduled installs or upgrades.
Provide support and/or Overflow for CSC with internal or external customer calls.
Must be at least 21 years old.
High school diploma with additional college coursework desired.
Associates degree in technical, computer related discipline or relevant on the job experience.
Minimum 3 years’ technical support experience.
Knowledge of Windows 2003, Windows XP, Windows 7, and Windows 10.
Basic Microsoft SQL knowledge, including ability to create and run queries.
Strong ability to work, communicate, and troubleshoot within a group.
Strong analytical and organization skills.
Strong written and oral communication.
Ability to work effectively under pressure.
Available for on-call on a rotating basis/multi-shift.
Some travel required (5%).
Gaming License Eligibility; must be able to pass a background check.

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Job Summary

Reporting to the Technical Support Manager, the Technical Support Specialist is responsible for providing technical customer support for AGS’ Class II and Class III gaming operations for customers located in the United States, Canada and Mexico. This position requires, but is not limited to, software and network troubleshooting, logging of trouble tickets in a ticketing system, and dispatching Field Service personnel when required.

Responsibilities

Answer incoming calls for technical support from customers or Field Service technicians
Record customer information and detailed descriptions of issues and resolutions for each incident in the ticket system in a timely manner which will be used for Engineering’s trend assessments
Properly prioritize tickets depending on level of severity and escalate when required
Walk customer and/or field technicians through resolving trouble software or hardware issues over the phone or on-site
Answer customer and/or field service technician’s questions on hardware issues, basic AGS system operation or reporting procedures.
Follow up with customers and/or field service technicians until trouble issue is resolved successfully.
Act as the liaison between field services personnel and engineering when needed.
Dispatch field personnel depending on need determined by the issue called in.
Contribute and maintain information stored in the knowledge base system for commonly occurring problems.
Provide support when needed to the AGS IAA (Installation and Administration) group for scheduled installs or upgrades.
Provides support and/or Overflow for CSC (Customer Service Center) with internal or external customer calls and/or Astea Requests

Skills and Requirements

At least 21 years old
High school diploma with additional college coursework desired
Associates degree in technical, computer related discipline or relevant on the job experience
Minimum 3 years’ technical support
Windows 2003, Windows XP, Windows 7, and Windows 10 knowledge
Basic Microsoft SQL knowledge. Ability to create and run queries
Strong Ability to work, communicate, and troubleshoot within a group
Strong Analytical and organization skills
Strong written and oral communication
Work effectively under pressure
Available for on-call on a rotating basis/multi-shift
Some travel required (5%)
Gaming License Eligibility. You must be able to pass a background check up to the past 20 years for arrest, conviction, sealed or expunged records
Microsoft certified professional (MCP) or above, A+, CCNA or relevant technical certifications a plus
Linux experience a plus
Computer networking skills - TCP/IP, router and switch knowledge is helpful
Proficiency with Dell PowerEdge servers a plus
Bilingual in Spanish to support our market in Mexico a plus