Technical Support Engineer III

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.

Responsibilities

• Take ownership of sophisticated technical issues; inclusive of but not limited to: Researching, diagnosing, identifying and resolving issues within the established operational SLAs.
• Following standard procedures for accurately addressing customer concerns and forwarding them to the appropriate internal teams.
• Providing detailed product information and results of research in the form of knowledge base tech notes and articles.
• Documenting, training, and communicating changes as they pertain to RGS with focus on vital process changes to Customers, Customer Service and RGS Service Operations.
• Work closely with product and development teams on RGS to evaluate any features/changes operationally to ensure that existing customers are not impacted, and future revenue opportunities are considered.
• Customer business analysis of new market requirements (i.e., changes from regulatory bodies) which impact the business.
• Work with internal collaborators to identify, resolve, and lead the impact to customers of major RGS changes/release.

Qualifications

• Ideal candidate will have 2 to 5 years of casino operations experience, with an emphasis toward system knowledge.
• Strong analytical skills, with the ability to understand and communicate complex ideas in an audience-appropriate manner.
• Demonstrated front-end debugging experience.
• Prior experience working in a ticketed environment; JIRA preferred.
• Intermediate Linux experience preferred.
• Intermediate experience with system architecture, integrations, and networking.
• Solid understanding of API (SOAP and REST Technologies) data exchange and XML reading.
• Coding, developing and/or debugging experience for iOS or Android applications preferred.

Keys to Success

• Building collaborative relationships.
• Decision making.
• Drive results.
• Foster innovation.
• Personal energy.
• Self-leadership.

Compensation

At IGT, we believe compensation should be as individual as you are, reflecting your skills, experience, background, and location. That’s why our starting compensation range is $70,000 to $80,000 CAD, with room to go higher or lower depending on the full picture. We also follow all local pay laws and collective bargaining agreements, so everything’s above board. Compensation is just the beginning! Our Total Rewards program is designed to support your success, both professionally and personally, and may include:

• Comprehensive benefits, including medical, dental, vision, life, accident, and disability insurance.
• RRSP Plan to help you plan for the future.
• Tuition reimbursement to support continued learning and growth.
• Paid time off to rest, recharge, and reset.
• Wellness programs that support your overall well-being.

IGT is committed to fostering a diverse, equitable, and inclusive workplace that reflects the global communities and customers we serve. We strive to create an environment where all employees feel valued, respected, and empowered. IGT is an equal opportunity employer. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion or belief, sex, sexual orientation, gender identity, age, national origin, disability, or any other characteristic protected by applicable law. This commitment applies to all employment practices, including recruitment, hiring, promotion, compensation, benefits, training, and termination. We thank all applicants for their interest; however, only those selected for an interview will be contacted.