Technical Support Specialist
Company Name:
Cadillac Jack, Inc an Amaya Company
Reporting to the TAC Manager, the Technical Support Engineer is responsible for providing technical customer support for Cadillac Jack's Class II and Class III gaming operations for customers located in the United States 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.
PRIMARY OBJECTIVES
The duties of this role include but are not limited to the following:
Answer incoming calls for technical support from customers or Field Service technicians.
Record customer information and detail descriptions of the issue and resolution for each incident in the ticket system in a timely manner and that will be used for Engineering's trend assessment.
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 Cadillac Jack system operation or reporting procedures.
Perform software installations and upgrades to Cadillac jack software locally or by remote connection.
Follow up with customers and/or field service technicians until trouble issue is resolved successfully.
Act as the liaison between field services personnel 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.
Image and assemble server and configure server racks for new customer orders or server upgrades shipped to the field.
Skills / Requirements:
Associates degree in technical, computer related discipline or relevant on the job experience
Minimum 3 years technical support.
Windows 2003, Windows XP and Windows 7 knowledge.
Basic Microsoft SQL knowledge. Ability to create and run queries.
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
PLUSES:
Microsoft certified professional (MCP) or above, A+, CCNA or relevant technical certifications.
Linux.
Computer networking skills - TCP/IP, router and switch knowledge.
Proficient with Dell PowerEdge servers
Thank you for your interest in a position at Cadillac Jack. The best and most effective way to get your resume in front of the assigned recruiter and the hiring manager is the visit the Cadillac Jack Career Page at http://www.cadillacjack.com/Company/Careers.aspx and apply directly to the position in which you are interested.
Also, please visit and feel free to like our Community & Career Facebook page at https://www.facebook.com/CJCommunityandCareers . Here you can get a sense of CJ's fun and rewarding work environment and keep up with new job postings and company happenings.
Again, Thank you for your interest in Cadillac Jack!
Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.
Estimated Salary: $20 to $28 per hour based on qualifications.
Cadillac Jack, Inc an Amaya Company
Reporting to the TAC Manager, the Technical Support Engineer is responsible for providing technical customer support for Cadillac Jack's Class II and Class III gaming operations for customers located in the United States 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.
PRIMARY OBJECTIVES
The duties of this role include but are not limited to the following:
Answer incoming calls for technical support from customers or Field Service technicians.
Record customer information and detail descriptions of the issue and resolution for each incident in the ticket system in a timely manner and that will be used for Engineering's trend assessment.
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 Cadillac Jack system operation or reporting procedures.
Perform software installations and upgrades to Cadillac jack software locally or by remote connection.
Follow up with customers and/or field service technicians until trouble issue is resolved successfully.
Act as the liaison between field services personnel 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.
Image and assemble server and configure server racks for new customer orders or server upgrades shipped to the field.
Skills / Requirements:
Associates degree in technical, computer related discipline or relevant on the job experience
Minimum 3 years technical support.
Windows 2003, Windows XP and Windows 7 knowledge.
Basic Microsoft SQL knowledge. Ability to create and run queries.
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
PLUSES:
Microsoft certified professional (MCP) or above, A+, CCNA or relevant technical certifications.
Linux.
Computer networking skills - TCP/IP, router and switch knowledge.
Proficient with Dell PowerEdge servers
Thank you for your interest in a position at Cadillac Jack. The best and most effective way to get your resume in front of the assigned recruiter and the hiring manager is the visit the Cadillac Jack Career Page at http://www.cadillacjack.com/Company/Careers.aspx and apply directly to the position in which you are interested.
Also, please visit and feel free to like our Community & Career Facebook page at https://www.facebook.com/CJCommunityandCareers . Here you can get a sense of CJ's fun and rewarding work environment and keep up with new job postings and company happenings.
Again, Thank you for your interest in Cadillac Jack!
Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.
Estimated Salary: $20 to $28 per hour based on qualifications.
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