Technical Support Engineer (Level2)

at  IGT

Location:Timisoara, RO, 300627 Bucharest, RO, 060574
Requisition ID: 15797
IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. 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 approximately 10,500 employees. For more information, please visit www.igt.com.

ROLE OVERVIEW

As a Technical Support Engineer, you will research, diagnose, troubleshoot, and resolve issues within the established operational SLAs. You will be part of the Remote Gaming Operations team, which provides L2 support to our customers worldwide. The team has nine members in different countries and time zones to support all regions. You will be collaborating closely with various teams in the company, including Systems, DBA, Game Studio, Release Team, and many others.
Your team lead will be there to support you, provide training, and offer technical guidance. We believe in fostering a positive atmosphere, promoting teamwork, and valuing cooperation among all team members. We strongly emphasize personal development and continually invest in our employees’ training, coaching, and career progression.
We are dedicated to creating a professional environment that encourages growth, collaboration, and balancing work and personal life.

WHAT YOU’LL DO

Take ownership of various technical issues and tasks; inclusive but not limited to:
Research, diagnose, troubleshooting and resolving issues within the established operational SLAs
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Ability to understand and provide detailed product information and results of research in the form of knowledge base tech notes and articles.
Understand, document and communicate changes as it pertains to RGS with focus on necessary process changes to Customers, Customer Service and RGS Service Operations.
Work with internal stakeholders to identify, determine, and manage the impact to customers of major RGS changes / releases.