We are expanding our Support team in response to an emerging demand for IGT's products and services. If you thrive on providing optimum levels of customer service while dealing with cutting edge technology, then this position is for you. You will be part of a team responsible for servicing a unique market of IGT's System Solutions. You will maintain production infrastructures hosting IGT's software, including diagnosing and troubleshooting application and network-related issues. In this role you will be an integral contributor to a well-established 24x7 global support team providing support to IGT's customer facing services (both internal and external).
Your solid foundation of Windows Servers, relational databases, virtualization (VMware), networking, and your ability to master a diverse suite of IGT products, will lead to your success. Self-scheduling, prioritizing, and managing multiple projects simultaneously will be part of a typical and exciting day at work. Come join IGT as we lead the way!
* Ideal candidate will possess in-depth knowledge of operating systems, network infrastructure and relational databases as it relates to systems related support. * Must be a self-starter (where applicable), keeping current on new and emerging technologies relevant to the business. * Ability to carry out activities related to new installations, upgrades and long-term maintenance support of any/all IGT Gaming Systems software applications. * Ability to provide input in the definition or modification of currently established processes, procedures, and standards for efficiency improvement. * Ability to work as part of a multidisciplinary team to accomplish specific goals or draft policies and procedures relevant to the system solutions organization. * Ability to effectively communicate (verbally and written) with other related organizations (internal and external) to develop solutions as required. Examples of related organizations include (but are not limited to) software engineering, product management, account specialists, product assurance, regulators, and Customers. Internal communication includes peers and management within the system solutions organization. * Ability to draft applicable Systems Engineer level documentation when necessary or as assigned. * Ability to utilize remote connectivity solutions to provide real-time support on production systems while following compliance guidelines. * Ability to conform to best practices, standardized processes, and standard operating procedures. * A keen understanding of customer service principles and the ability to work with customers who possess various levels of skill and competency. * Ability to conduct thorough system analysis and produce supporting documentation. * Ability to recreate reported issues in a lab environment, working towards finding a solution and going through the proper channels to address it in the field. * Be able to travel in state up to 25% of the time. * Obtain and maintain gaming licenses in numerous gaming jurisdictions (state and tribal). * Serve in an on-call rotation for after-hours support. * Other duties as business needs dictate.
* Bachelor's degree in a technology related field, others may be considered. * Minimum of 3 years of work experience in system engineering, quality assurance, database administration, IT, or a related engineering support capacity. * In depth proficiency in server and computer systems including, network administration, OS installation, software support, database administration, system installation/integration. * Knowledge in these areas: Windows Server 2008-2019, SQL Server 2005-2019, deployment/administration/querying, network design/troubleshooting, Microsoft Clustering, VMWare, Nutanix, Storage Solutions (NetApp, Dell, etc.), Active Directory, Backup Solutions, Anti-Virus, ITIL * IT related certifications preferred.
Preferred Qualifications: * IT related certifications preferred, with preference given to Microsoft, VMWare, Cisco, ITIL. * Experience with casino gaming operations. * Be able to multi-task and drive progress on multiple simultaneous in-flight initiatives. * Possess strong organizational, analytical, and troubleshooting skills. * Be able to work well individually or collaboratively, with minimal supervision. * Availability for some domestic and international travel (less than 25% travel). * Ability to work occasional late-night or weekend overtime as business needs require. * Employment contingent upon the receipt of an approved background investigation, the ability to obtain gaming cards from various state and tribal gaming organizations, and a Motor Vehicle Report.
Keys to Success
* Building collaborative relationships * Decision making * Drive results * Foster innovation * Personal energy * Self-leadership
IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has over 12,000 employees.