Technical Support Engineer

Technical Support Engineer

Scientific Games:

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

Technical Support Engineer: Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Job Duties / Key Accountabilities

•  First line of support to answer customer inquiries and issues
•  Ensure our applications are running smoothly for multiple jurisdictions and sites
•  Ensure data transfer processes are running as expected
•  Troubleshoot customer reported issues, data issues and application issues and manage them within stated support guidelines. 
•  Interact with internal and external teams on a regular basis
•  Proactively design and implement best practices for systems support and performance
•  Position will have tasks to perform outside of business hours on nights and weekends
•  Provide lottery software application operation and support for customers
•  Track and ensure the continuity of issue resolution and other tasks
•  Handle, register, follow up and resolve incoming service request and incidents
•  Monitor lottery system components and events
•  Constant communication and support to other involved resolver units and partners
•  Participate in calls in case of outage
•  Create reports

Required
•  Database management experience, including backup and restore methodologies (MSSQL/Oracle/MySQL)
•  Ability to manage a production platform
•  Can work solo or in small teams with minimal guidance
•  Windows server and Active Directory experience
•  Has a flexible and dynamic skill set and can work on various facets of a project
•  Basic release management
•  Experience of operation and support of complex IT applications and systems
•  Basic knowledge of Linux and Windows systems
•  Previous experience in working according to ITIL based processes and functions

Desired
•  SSIS
•  Monitoring Tool Experience (Zabbix/Nagios)
•  VMWare or VSphere
•  Outsystems
•  Java Web App Servers (Wildfly or JBoss) 

Qualifications

Education

Bachelor's degree in related field.

Years of Related Experience

Years of experience 2 to 4 years

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.