Currently Available Positions

Technical Support Analyst

Job Objective:

Technical Support Analysts are the first point of contact between customers and MGT.  This position may report to either team leader or directly to the Product Support Manager.  Providing outstanding customer service on every interaction is the top priority.  The Technical Support Analysts work with customers to answer MGT application questions, identify and fix MGT application problems and aid in identifying problems that may be disrupting MGT application services that customers depend on. The job calls for technical capability, business understanding and superior customer service skills.

 

Job Duties and Responsibilities:

  • Provide world class customer service
  • Answer all incoming phone calls. Target = calls are answered by third ring
  • Answer all incoming emails to the support center
  • Properly log all support incidents with detail and accuracy
  • Must be able to effectively communicate technical information to both technical and non-technical personnel
  • Provide initial triage of support incidents
  • Provide prompt resolution to support incidents
  • Perform root cause analysis for all incidents
  • Provide prompt response and follow up to all logged support incidents
  • Follow all MGT standard operating support and organization processes
  • Provide prompt escalation for incidents that cannot be resolved
  • Gain product knowledge of all MGT supported products
  • Gain Level II Technical Support Analyst skills and experience
  • Contribute articles to MGT knowledge base
  • Create product support documentation as required or needed
  • Product testing when requested
  • Provide after-hours on call support
  • Provide for and receive training to and from colleagues
  • Actively participate in team meetings and provide feedback on methods improve support efficiencies
  • Apply and be approved for gaming licenses in multiple jurisdictions
  • 5 to 10% travel may be required
  • Weekend and after-hour shift work
  • Other duties or responsibilities as required for business operations

 

 

Education and Experience:

Essential:

  • High School Diploma or equivalent

 

Desirable:

  • Bachelors or technical degree in business or computer technology

 

Competencies

Essential:

  • Minimum one-year customer service experience
  • MS SQL experience
    • Writing queries
    • Updating data

Desirable:

  • Two or more years as a support technician
  • Two or more years in a casino IT or casino marketing environment
  • MS SQL Certification
  • Understanding of XML
  • Data Base administrator experience
  • Understand Software Development Life Cycle
  • Multi-lingual
  • Adobe Flash
  • VB, VB.net programming experience
  • Basic understanding of network topography
    • Firewalls
    • Routers
    • Switches
    • TCP/IP
    • Network Segmentation

 

Characteristics:

  • Collaborative- The support center, and MGT is a team environment
  • Investigative and diagnostic- Understand fundamentals of Root Cause Analysis
  • Strong communication skills- Active listening and comprehensive writing
  • Accountability- Seeing, owning and solving problems
  • Empathy- The ability to fully understand the problem and its impact to the customer
  • Patience and Professionalism- Paramount for delivering exceptional customer service
  • Multi-Task- Ability to manage and prioritize several simultaneous engagements

 

Travel Requirements:

  • Micro Gaming Technologies believes in providing our customers with world-class on-site customer service and support, this task may require the position described above to travel to customer jobsites, estimated travel is 5% a year.

 

Physical Demands:

The physical demands at Micro Gaming Technologies described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • An employee may be required at times to lift and/or move objects 40 pounds or more
  • Employees are required to sit long periods of time, as well as occasionally required to stand, walk, stoop, crawl, or crouch for periods of time.

 

Important Notices:

  • This job description is not an exclusive or exhaustive list of all job functions that a Team Member in this position may be asked to perform from time to time. Based on business needs or objectives, you may also be asked to perform other duties or tasks in addition to those listed above.
  • Employees may be required to work evenings, weekends, holidays, and after hour’s support, as assigned, to ensure customer service at all times.

 

Licensing and Certification Requirements:

Team Members may be required to obtain one or more gaming licenses in multiple jurisdictions.  These licenses are paid for by the company and renewed on an annual basis.

 


Submit your resume to join our team!