Field Service Technician

Bally’S Intralot Sa•Helena, MT

11d

About The Position

As a Field Service Technician at Bally’s Intralot in Montana, you will serve as the second level of escalation for technical issues that Tier 1 support cannot resolve. You will troubleshoot complex hardware and software problems involving VLTs, COAMs, and cash devices, working closely with field service teams, vendors, and higher-tier support. You will also guide Tier 1 agents in real time, document incident trends, and help improve processes and products. The role supports smooth operations in a regulated gaming environment and timely resolutions for clients.

Requirements

Possess valid documentation establishing identity and U.S. employment eligibility.
Submit to and pass a thorough pre-employment background check required by the State or District Lottery and Intralot, Inc.
Complete a pre-employment drug screening.

Responsibilities

Serve as the second level of escalation for technical issues not resolved by Tier 1 support agents.
Troubleshoot and resolve advanced hardware and software problems related to VLTs, COAMs, and cash devices.
Provide Tier 1 agents with real-time technical guidance and coaching during customer interactions.
Analyze and document incident patterns, 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, detailed records of troubleshooting steps and resolutions in the ticketing system.
Develop and update internal documentation, troubleshooting guides, and FAQs for Tier 1 support.
Participate in onboarding and ongoing training for Tier 1 agents.
Provide the Technical Support Lead with feedback on recurring issues, performance gaps, or process bottlenecks.
Assist with system testing, validation, or incident response as needed.