Field Service Technician

Requirements

• Primary Duties and Responsibilities:
• Serve as the second level of escalation for technical issues not resolved by Tier 1 support agents.
• Troubleshoot and resolve advanced technical problems related to VLTs, COAMs, and cash devices, both hardware and software related.
• Assist Tier 1 agents in real time with 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 accurate and detailed logs of all troubleshooting steps and resolutions within the ticketing system.
• Develop and update internal documentation, troubleshooting guides, and FAQs for Tier 1 support.
• Participate in the onboarding and ongoing training of Tier 1 agents to improve team capability.
• Provide feedback to the Technical Support Lead on recurring issues, performance gaps, or process bottlenecks.
• Assist with system testing, validation, or incident response as needed.
• Why Join Us:
• 🏥Medical, Dental & Vision Insurance
• 💰6% 401k Match
• 🌴Paid Holidays & Vacation
• 🏥Paid Sick, Short/Long Term Disability
• 👩⚕️Employee Assistance Program
• 👶Maternity/Paternity Leave
• 🌎 Global Prospects for professional growth.
• Employment Eligibility Verification:
• Must possess valid documentation to establish identity and U.S. employment eligibility
• Security Requirements:
• Submission to, and ability to pass, a thorough pre-employment background check by the required State or District Lottery and Intralot, Inc. is a requirement of employment. A pre-employment drug screening is also a requirement.
• Intralot, Inc. is an Equal Opportunity Employer