Field Support Engineer

at  Walker Digital Table Systems

ABOUT PJM SYSTEMS

Walker Digital Table Systems, LLC (WDTS) and its subsidiary PJM Systems innovates and develops products for the Asian and North American gaming markets including the PJM enabled Perfect Pay suite of table games solutions. Perfect Pay combines the accuracy, efficiency, and integrity of an electronic table game with the emotion and excitement of the live dealer table game experience.
The senior management team within the group comprises, of necessity, highly skilled executives with critical experience in the field of complex system solutions for the casino environment, knowledge of casino and resort operations at the most advanced level and high-level understanding of the strategic importance of solutions which meet the compliance, security, financial integrity and customer relationship needs of resort operators.

JOB SUMMARY

The IT Field Support Engineer based in Australia provides high-quality on-site technical support, troubleshooting, and maintenance for clients or organizational locations. This role involves traveling to various client sites to resolve tier-one and tier-two IT-related issues, install and configure hardware and software, and ensure the smooth operation of IT systems. The ideal candidate is highly adaptable, customer-focused, and skilled in delivering technical solutions in diverse environments. This role may be a remote-work position, with a focus on supporting our client in Sydney remotely and on-site.

REQUIRED SKILLS & ABILITIES

Technical Skills:

• Proficiency with installing and servicing electrical hardware devices and equipment, diagnosing and resolving hardware, software, and network issues.
• Hands-on experience with operating systems (Windows, macOS, Linux) and mobile platforms.
• Familiarity with Active Directory, Office 365, and remote support tools.
• Understanding of networking concepts (e.g., TCP/IP, DNS, DHCP), configurations, and troubleshooting.
• Solid root-cause analysis and troubleshooting skills.
• Experience in casino gaming industry is a plus.

Certifications (preferred):

• CompTIA A+, CompTIA Network+, or similar industry certifications.
• Microsoft or Cisco certifications (e.g., MCSA, CCNA) are a plus.

Other Skills & Abilities:

• Must have or be able to obtain authorized documentation to work full-time in Australia.
• Must have or be able to obtain a valid driver license with a clean driving record.
• Excellent customer focus and problem-solving abilities.
• Strong verbal and written communication skills.
• Experienced with reading and understanding schematics and service manuals.
• Ability to work independently and manage time effectively in dynamic environments.
• Strong customer service mindset with a professional demeanor.
• Willingness to learn steadily and adapt to business needs for successful outcomes.

EDUCATION & EXPERIENCE

• Typically requires a High School level education or equivalent, Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field is a plus. May substitute applicable work experience in lieu of education.
• 3+ years of experience in IT support, field support engineering, or related technical roles.

PHYSICAL REQUIREMENTS

• Ability to sit or stand for extended periods while working at a desk or computer station.
• Occasional lifting or carrying of objects weighing up to 50 pounds, such as hardware, equipment, or office supplies, with or without assistance.
• Ability to perform tasks requiring fine motor skills, such as typing, using office equipment, or operating a computer.
• Ability to travel locally for customer service needs, or site visits, which may involve occasional standing, sitting, walking, lifting, pushing, pulling.
• Ability to participate in in-person meetings and presentations, including standing or moving about a room.
• Must be able to work in varying environments, including office spaces, server rooms, and industrial settings with varying noise levels and demands.
  Job Type: Full-time
  Pay: $85,000.00 – $110,000.00 per year

Supplementary Pay:

• Performance bonus

Ability to commute/relocate:

• Barangaroo NSW 2000: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Technical Field Support: 3 years (Required)

Work Authorisation:

• Australia (Required)

Willingness to travel:

• 25% (Required)

Work Location: Hybrid remote in Barangaroo NSW 200

On-Site Support:

• Under general guidance, travel to client or company locations to install, provide tier-one and tier-two IT support, and resolve technical issues for Walker Digital Table Systems’ (WDTS) products in Australia.
• Diagnose and repair hardware, software, and network problems for end-users.
• Assist with the installation, configuration, and maintenance of IT equipment, including computers, servers, printers, and network devices.
• Provide technical setup and support for WDTS trade shows.

System Setup and Maintenance:

• Set up new workstations, laptops, and mobile devices according to company standards.
• Ensure all equipment is properly configured, updated, and optimized for performance.
• Perform routine system checks and preventative maintenance on IT infrastructure.

Troubleshooting and Incident Response:

• Respond to on-site incidents and service requests in a timely and efficient manner.
• Troubleshoot connectivity issues, hardware malfunctions, and software errors.
• Escalate complex issues to higher-level support teams or leadership when necessary and follow through to resolution.

Network and Security Support:

• Assist with on-site network configurations, including switches, routers, and wireless access points.
• Implement and maintain security protocols to protect data and systems.
• Collaborate with the IT security team to ensure compliance with organizational policies.

Documentation and Reporting:

• Document all support activities, including troubleshooting steps, resolutions, and recommendations.
• Provide feedback to internal teams to improve processes and prevent recurring issues.
• Report on-site findings and suggestions for IT infrastructure improvements.

Client and Team Collaboration:

• Maintain a high level of customer satisfaction through professional and efficient communication.
• Work closely with other IT team members to align field activities with overall IT strategies.
• Train users on system operations, best practices, and troubleshooting techniques.

Other Duties:

• Maintains compliance with local employment laws and regulations, and recommended best practices; reviews policies and practices to maintain compliance.
• Performs other related duties as assigned.