AGS - American Gaming Systems
Technical Support Specialist
AGS - American Gaming Systems, Duluth, Georgia, United States, 30155
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**This is NOT a remote position**
Job Summary
Reporting to the Technical Support Manager, the Technical Support Specialist is responsible for providing technical customer support for AGS’ Class II and Class III gaming operations for customers located in the United States, Canada and Mexico. This position requires, but is not limited to, software and network troubleshooting, logging of trouble tickets in a ticketing system, and dispatching Field Service personnel when required.
Responsibilities
Answer incoming calls for technical support from customers or Field Service technicians
Record customer information and detailed descriptions of issues and resolutions for each incident in the ticket system in a timely manner which will be used for Engineering’s trend assessments
Properly prioritize tickets depending on level of severity and upscale when required
Walk customer and/or field technicians through resolving trouble software or hardware issues over the phone or on‑site
Answer customer and/or field service technician’s questions on hardware issues, basic AGS system operation or reporting procedures.
Follow up with customers and/or field service technicians until trouble issue is resolved successfully.
Act as the liaison between field services personnel and engineering when needed.
Dispatch field personnel depending on need determined by the issue called in.
Contribute and maintain information stored in the knowledge base system for commonly occurring problems.
Provide support when needed to the AGS IAA (Installation and Administration) group for scheduled installs or upgrades.
Provisions support and/or Overflow for CSC (Customer Service Center) with internal or external customer calls and/or Astea Requests
Skills and Requirements
At least 21 years old
High school diploma with additional college coursework desired
Associate’s degree in technical, computer related discipline or relevant on‑the‑job experience
Minimum 3 years’ technical support
Windows 2003, Windows XP, Windows 7, and Windows 10 knowledge
Basic Microsoft SQL knowledge. Ability to create and run queries
Strong ability to work, communicate, and troubleshoot within a group
Strong analytical and organization skills
Strong written and oral communication
Work effectively under pressure
Available for on‑call on a rotating basis/multi‑shift
Some travel required (5%)
Gaming license eligibility. You must be able to pass a background check up to the past 20 years for arrest, conviction, sealed or expunged records
Microsoft certified professional (MCP) or above, A+, CCNA or relevant technical certifications a plus
Computer networking skills—TCP/IP, router and switch knowledge is helpful
Proficiency with Dell PowerEdge servers a plus
Bilingual in Spanish to support our market in Mexico a plus
Note: All offers are contingent upon successful completion of a background check
*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.
*AGS in an equal opportunity employer.
Seniority level
Associate
Employment type
Full‑time
Job function
Engineering, Information Technology, and Customer Service
Industries
Gambling Facilities and Casinos
Inferred from the description for this job
Medical insurance
Vision insurance
401(k)
Disability insurance
#J-18808-Ljbffr
**This is NOT a remote position**
Job Summary
Reporting to the Technical Support Manager, the Technical Support Specialist is responsible for providing technical customer support for AGS’ Class II and Class III gaming operations for customers located in the United States, Canada and Mexico. This position requires, but is not limited to, software and network troubleshooting, logging of trouble tickets in a ticketing system, and dispatching Field Service personnel when required.
Responsibilities
Answer incoming calls for technical support from customers or Field Service technicians
Record customer information and detailed descriptions of issues and resolutions for each incident in the ticket system in a timely manner which will be used for Engineering’s trend assessments
Properly prioritize tickets depending on level of severity and upscale when required
Walk customer and/or field technicians through resolving trouble software or hardware issues over the phone or on‑site
Answer customer and/or field service technician’s questions on hardware issues, basic AGS system operation or reporting procedures.
Follow up with customers and/or field service technicians until trouble issue is resolved successfully.
Act as the liaison between field services personnel and engineering when needed.
Dispatch field personnel depending on need determined by the issue called in.
Contribute and maintain information stored in the knowledge base system for commonly occurring problems.
Provide support when needed to the AGS IAA (Installation and Administration) group for scheduled installs or upgrades.
Provisions support and/or Overflow for CSC (Customer Service Center) with internal or external customer calls and/or Astea Requests
Skills and Requirements
At least 21 years old
High school diploma with additional college coursework desired
Associate’s degree in technical, computer related discipline or relevant on‑the‑job experience
Minimum 3 years’ technical support
Windows 2003, Windows XP, Windows 7, and Windows 10 knowledge
Basic Microsoft SQL knowledge. Ability to create and run queries
Strong ability to work, communicate, and troubleshoot within a group
Strong analytical and organization skills
Strong written and oral communication
Work effectively under pressure
Available for on‑call on a rotating basis/multi‑shift
Some travel required (5%)
Gaming license eligibility. You must be able to pass a background check up to the past 20 years for arrest, conviction, sealed or expunged records
Microsoft certified professional (MCP) or above, A+, CCNA or relevant technical certifications a plus
Computer networking skills—TCP/IP, router and switch knowledge is helpful
Proficiency with Dell PowerEdge servers a plus
Bilingual in Spanish to support our market in Mexico a plus
Note: All offers are contingent upon successful completion of a background check
*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.
*AGS in an equal opportunity employer.
Seniority level
Associate
Employment type
Full‑time
Job function
Engineering, Information Technology, and Customer Service
Industries
Gambling Facilities and Casinos
Inferred from the description for this job
Medical insurance
Vision insurance
401(k)
Disability insurance
#J-18808-Ljbffr