On-Call Support Technician

at  Diamond Game

WHY DIAMOND GAME?

When you work at Diamond Game you are part of a diverse, forward thinking, technology focused gaming organization. Diamond Game employees work alongside one another as part of an engaged team, making contributions at all levels to ensure the highest quality and standards. As a Diamond Game employee, you are afforded growth opportunities, career mentoring and valuable work experience. Diamond Game appreciates and encourages growth within the organization, knowing it’s our talent that keeps us moving forward.
Career development, a robust benefit package, work-life balance and an inclusive culture are all part of a complete and rewarding employee experience at Diamond Game.
Diamond Game designs, produces, and services electronic pull-tab games, gaming systems, and tickets for charitable gaming and lottery markets. Established in 1994, Diamond Game is proud to be a subsidiary of Pollard Banknote Limited and a sister company of Pollard Games, Inc DBA American Games and International Gamco.
Our mission is to develop and provide innovative gaming solutions to charitable gaming and lottery markets while providing players with thrilling gaming experiences. We always put customers first by providing consistent service and unique products that outperform our competitors. We foster a work environment for employees that encourages teamwork, imagination and continuous improvement. We are proud that our products positively impact many charitable communities across North America.

POSITION SUMMARY

Field Service/ Support Technicians at Diamond Game are first and foremost customer service ambassadors, not only by providing excellent service and support for the products, but also by delivering the desired customer service experience. The role of On-Call Support Technician is a technical, customer-centric position focused on troubleshooting, remote repair and Tier 1 customer support for Diamond Game’s lottery electronic and physical ticket dispensers as well as associated equipment.
This is a part-time, on-call position.

EDUCATION & EXPERIENCE REQUIREMENTS

• High School diploma or equivalent.
• 2+ years technical/electrical experience or technical degree/certification or equivalent experience.
• Microsoft Office (Word, Excel, Outlook).
• Microsoft Navision experience helpful.

KNOWLEDGE AND ABILITIES REQUIREMENTS

• Employee may be required to undergo provincial and federal background checks for gaming licenses and/or approval by Lottery to work on gaming products in the jurisdiction.
• Knowledge and adherence to essential safety standards.
• Basic technical/electronic maintenance and troubleshooting skills.
• Attention to detail, competent interpersonal, oral and written communication skills.
• Planning, organizational skills, adaptability.
• Ability to work with minimal supervision as well as in a team environment.
• Ability to work varied shifts and overtime as required.

REGULATORY REQUIREMENTS

• Employment dependent on successfully passing a regulatory background check.
• Employees may also be subject to additional periodic background checks as needed and/or required by Diamond Game and/or Diamond Game customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform activities and provide support to ensure defined service level agreement timelines are met.
• Perform all tasks necessary to complete the installation of equipment and software during upgrades and installs.
• Act as the first line of support for Tier 1 customer requests. This may include answering support calls, logging call information, as well as resolving, transferring, or escalating Tier 1 support requests.
• Assist Technical Services and Infrastructure team members for basic repair and maintenance to associated equipment such as payout stations, cabling, switches, and servers.
• Record maintenance and repair actions in approved reporting software, accurately and within defined timeframes.
• Adhere to jurisdictional regulations regarding the proper handling of maintenance for gaming equipment.
• Communicate and report to management and other departments within Diamond Game on the status of assigned activities.
• Gather and record detailed information and reports on issues reported by the customers or otherwise identified at customer sites.
• Report on work orders and other assigned tasks daily.
• Perform other tasks and duties as needed and/or requested by management.
• Consistently demonstrate the ability to practice Diamond Game’s core values and apply them.