Technical Operation Specialist (Casino Management System)

The Technical Operations Specialist will provide local U.S. technical capability for casino management system installation, configuration support, application support, technical troubleshooting, incident triage, go-live support, and escalation coordination with Asia technical teams. The role is responsible for ensuring that customer environments are technically prepared, supported, and stabilized during implementation and post-live operations.

Key Responsibilities:

• Support on-site and remote installation, configuration, testing, and go-live activities for casino management system deployments.
• Provide Level 1 and Level 1.5 technical and application support, including troubleshooting, incident management, issue replication, and customer communication.
• Diagnose and resolve application, integration, workstation, and basic hardware issues, including coordinating hardware replacement (RMA) when required.
• Escalate complex technical issues to regional support, product, development, and infrastructure teams, while coordinating timely resolution.
• Assist with system configuration, data preparation, user acceptance testing (UAT), and post-implementation stabilization.
• Prepare and maintain technical documentation, installation guides, troubleshooting procedures, and knowledge base articles.
• Monitor recurring issues and recommend improvements to support processes, deployment procedures, and customer readiness.
• Deliver professional customer support and collaborate closely with Asia-based technical teams to ensure high system availability and service quality.

Requirements

• Bachelor's or Associate's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related technical field, or equivalent practical experience.
• 2–4 years of experience in technical support, application support, systems implementation, IT operations, enterprise software, gaming technology, or hospitality systems.
• Strong troubleshooting skills in software applications, workstations, peripherals, and basic network connectivity.
• Familiarity with incident management, ticketing systems, escalation processes, software deployment, testing, and go-live support.
• Excellent documentation, communication, and customer service skills.
• Ability to work independently on customer sites while collaborating with remote regional support teams and stakeholders.