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Technical Support Specialist Duluth, GA

Date Posted: 9/4/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Duluth, GA
  • Job Type:
  • Experience:
    3 - 5 years
  • Date Posted:
    9/4/2019

Job Description

Reporting to the Manager of Technical Support, 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.
  • Perform software installations and upgrades to AGS 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.

 

Job Requirements

  • At least 21 years old
  • High school diploma with additional college coursework desired
  • Must be able to speak and write in Spanish to support our market in Mexico
  • 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
  • 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

 Note: All offers are contingent upon successful completion of a background check

*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.

AGS in an equal opportunity employer.