Technical Support

Agilysys•Las Vegas, NV

About The Position

Agilysys exclusively delivers state-of-the-art hospitality technology software solutions and services that help organizations go beyond what they can accomplish with traditional property management systems (PMS), point-of-sale (POS) solutions and food and beverage I & P systems. Our modern, state-of-the-art solutions work standalone to provide best-in-class capabilities or together in a coordinated ecosystem that unifies data and workflows across a property, equipping staff members to delight guests, improve efficiency, and grow margins. Our 100% hospitality customer base includes branded and independent hotels; multi-amenity resorts; casinos; property, hotel and resort management companies; cruise lines; corporate dining providers; higher education campus dining providers; food service management companies; hospitals; lifestyle communities; senior living facilities; stadiums; and theme parks. You can learn more about us by visiting Leading Hospitality Management Software | Agilysys. Position Summary Support Intake Technicians have a crucial role and responsibility to serve as a customer service fanatic. As a Support Intake Technician, you are the first point of contact when our customers need us the most! Your impact on customer success is demonstrated by each customer interaction, from servicing phone and email support to partnering with support engineers to resolve escalated customer issues for our customers from coast to coast. The Support Intake Technician is also responsible for ensuring the Global Support Management department achieves key metrics, including a strong emphasis on customer satisfaction and daily performance goals. Why This Role Matters You play a critical role in shaping the customer experience and strengthening trust in the Agilysys brand. You are often the first-person customers connect with when they need urgent technical support, making your ability to listen, troubleshoot, and respond with empathy essential to their success. Every interaction is an opportunity to provide reassurance, resolve issues efficiently, and create a positive customer experience. This role goes beyond answering calls and documenting tickets — it serves as the foundation of the support organization. Your work directly impacts customer satisfaction, operational efficiency, and the speed at which issues are resolved across teams nationwide. By partnering closely with support engineers and collaborating across departments, you help ensure customers receive timely, accurate, and effective solutions. For individuals passionate about technology and problem-solving, this role offers an exceptional opportunity to build hands-on technical expertise in a fast-paced, customer-focused environment. You will develop valuable experience troubleshooting hardware, software, POS, and hospitality systems while gaining exposure to enterprise support processes, escalation management, and cross-functional collaboration. Whether you are beginning your IT career or looking to grow your technical support skills, this position provides a strong foundation for long-term professional development and advancement.

Requirements

Minimum HS diploma required
AA degree in technology preferred or equivalent work experience
Minimum one year of experience in a customer facing position and/or in the hospitality industry
Minimum one year of experience troubleshooting and servicing basic hardware and software inquires
A familiarity in helpdesk ticketing and helpdesk processes
Either hands-on user experience and/or related experience in POS (Point-of-Sale), PMS (Property Management) software
Familiarity with troubleshooting software environments utilizing SQL is a plus
Familiarity troubleshooting Windows Server
Experience using Salesforce is preferred
The desire to learn, investigate, hunt, and strive for continuous improvement every day!
Excelled in customer service aptitude; answering phones, emails and interacting with clients throughout an active, high-volume day
Technical aptitude and general experience troubleshooting hardware and software
Industry-specific certification(s) such as A+, Network+, MTA, or HDI Desktop Support Technician
A natural desire to assist others and problem-solve
The ability to make sound decisions quickly in a fast-paced environment
The ambition and hunger to consistently exceed customer expectations
A strong ability to communicate, both written and spoken, with technical and non-technical individuals
A strong intellectual curiosity
The ability to gather and interpret relevant data and information to investigate and accurately triage issues
The skills and training to use inductive reasoning, think analytically, and to confidently make decisions under time and client pressures
A strong work ethic, a strong sense of accountability, and the ability to be highly collaborative
Exceptional organizational skills and self-motivation
An innate ability to prioritize and effectively juggle multiple projects with high business priority
Positive, team-oriented attitude with a strong work ethic
High level of accountability and ownership
Willingness to go above and beyond to meet client expectations
Resilient and able to perform repetitive tasks
Detail-oriented with strong organizational skills
Eager to learn new technologies and processes
Professional, customer-facing demeanor
Must be willing to complete all license applications, background checks, security checks and/or any other documentation and provide copies of any identification documents required by any State, Federal or Tribal governmental agency in order to maintain compliance with their laws and to successfully perform in the role.

Responsibilities

Diagnose and troubleshoot a broad array of network, and other technical issues that would require a basic understanding of hardware and software
Complete primary intake and initial triage of incoming calls
Provide excellent customer service through empathy, friendly demeanor, and following established quality assurance process
Input quality data in ticketing system, Salesforce
Research hardware and software problems defined by customers and provide diagnosis and resolution
Perform basic walkthrough of configuration with the customer
Understand escalation process and perform escalation process in a timely manner
Actively participate in team meetings to provide feedback and ways to improve efficiencies
Coordinate with hardware vendors on diagnosis and resolution of hardware problems
Accurately document worked issues and detailed steps for resolution when necessary
Keep abreast of software releases, new feature and functionality, and updated installation procedures
Other duties as assigned