Position SummaryThe person in this position supports all Light & Wonder Technologies' software applications and hardware. Efficiently and effectively handle customer service inquiries. Provides prompt resolution to all support related issues through developing, designing, and testing code integrated into software products.
Key Responsibilities- Provide resolutions to customer issues.
- Supports and troubleshoots customer and employee problems to determine if the problem is hardware, software, or procedural.
- Provides customer satisfaction.
- Follow up with customers, provide regular updates and see problems through to resolution.
- Updates knowledge base on a regular basis.
- Maintains a thorough understanding of the product methodology and functionality of the systems.
- Utilize excellent customer service skills, defuse difficult customer situations, and exceed customers' expectations.
- Recommended procedure modifications or improvements.
- Preserve and grow your knowledge of help desk procedures, products and services.
- Utilizes technical knowledge to write and complete software tasks and projects.
- Research new technologies and incorporate them into new systems and products.
- Tests, integrates, writes, troubleshoots, and debugs software applications and on client sites.
- Responsible for the architecture and implementation of critical software components and games; uses company standards and applies design principles and patterns to develop robust software.
- Works closely with other engineers to provide guidance and assistance in the areas of software architecture, coding standards, and system related issues.
- May act as team mentor in a multi-person development team.
- May supervise and verify the work of engineers, designers, or technicians.
- Participates in on call rotation.
Qualifications- Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, Electrical Engineering Technology, or a related field, or equivalent combination of education and experience; Master's degree preferred.
- Minimum 5 years of experience in software development, software engineering, technical support, casino systems, or a related technical field.
- Minimum 5 years of hands-on coding experience and professional experience working within a software development team.
- Experience with build automation, continuous integration, unit testing, change management, and configuration management.
- Experience providing technical support in production environments, including software installation, upgrades, troubleshooting, maintenance, and issue resolution.
- Knowledge of software development lifecycle (SDLC), software testing methodologies, and development/modeling tools.
- Strong troubleshooting, analytical, and problem-solving skills, including data analysis, database maintenance, and query development.
- Working knowledge of help desk tools, databases, remote access technologies, and operating systems.
- Experience with one or more of the following technologies is preferred: SQL Server, SQL Reporting Services, Database Administration, Java, .NET, C#, C++, Unix, AS400, cloud solutions, networking, virtualization, and Microsoft technologies.
- Ability to debug complex issues and develop compliant software fixes in regulated environments.
- Strong customer service, communication, and client-facing skills, with the ability to interact effectively across technical and non-technical audiences.
- Ability to train, mentor, and collaborate with cross-functional teams.
- Ability to manage multiple priorities in a fast-paced, high-pressure environment.
- Familiarity with Light & Wonder products and software applications is preferred.
- Ability to support multiple products and execute software deployments, upgrades, and maintenance activities in live production environments.
- Proficiency in English.
- Must be able to obtain and maintain required gaming registrations and licenses.
- Ability to travel up to 15%.
- Must be available to support a 24/7/365 business environment, including weekends, holidays, and non-standard hours as needed.
This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.
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