Field Service Technician
About The Position
Bally’s Intralot is hiring a Field Service Technician in Montana. The position serves as the second level of technical escalation for issues that Tier 1 support cannot resolve. The technician troubleshoots complex hardware and software problems involving VLTs, COAMs, and cash devices, and collaborates with field service teams, vendors, and higher-tier support to resolve issues in a regulated gaming environment. The role also provides real-time guidance to Tier 1 agents, documents incident trends, contributes to improvements in processes and products, and supports smooth operations and timely service for clients. Employment requires valid documentation establishing identity and U.S. employment eligibility, as well as passing required pre-employment background checks and drug screening.
Requirements
- Possess valid documentation establishing identity and U.S. employment eligibility.
- Submit to and pass the required pre-employment background check by the applicable State or District Lottery and Intralot, Inc.
- Submit to and pass 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 to 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 detailed logs 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 of Tier 1 agents.
- Provide feedback to the Technical Support Lead about recurring issues, performance gaps, and process bottlenecks.
- Assist with system testing, validation, or incident response as needed.
Benefits
- Medical, dental, and vision insurance
- 6% 401(k) match
- Paid holidays and vacation
- Paid sick leave
- Short- and long-term disability
- Employee Assistance Program
- Maternity and paternity leave
- Global prospects for professional growth
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
