Job DescriptionPosition Responsibilities:Supports operations startup, monitoring, control, and bringing down the operation of the computer systems using the computer or administrator console; the consoles of equipment at remote sites, and other control/monitor units.Continually assesses the performance of the computer systems in order to maintain the parameters and standards of its operation, and to assist in making corrections or improvements in them.Exhibits and performs superior troubleshooting techniques in a proactive environment in order to resolve issues as quick as possible and limit impact to business operations.Supports the development of Operations Procedures and Manuals; ensures modifications are done in a timely manner to be effective with the implementation of change.Establishes and follows Standard Operating Policies and Procedures for managing systems.Ensures the backup schedule is processed and the tapes are rotated for offsite storage.Performs 1st and 2nd Level Support for all systems and escalates trouble tickets as required by support model in a timely manner.Opens trouble tickets as required by support model.Conducts remote control of servers and desktops as required by support model during troubleshooting trouble tickets.Places service calls for hardware and software to vendors as required by support model.Resolves trouble tickets as fast as possible in accordance with support model, and in compliance with Service Level Agreements.Monitors and initiates batch processing or work requests as required.Ensures all system backups of data run as scheduled and performs all required tasks as necessary to protect the organization.Complete Gaming System Audits.Responsible for On and Off Boarding.Minimum Qualifications:Degree in Computer Science, or other related technical field, and/or equivalent experience of at least four years in an IT environment.Experienced in resolving a multitude of computer user difficulties.Excellent troubleshooting skills; understands at what point to escalate issues to the next support level.Must possess a general knowledge of IBM AS/400 and OS/400, UNIX, Intel platform, database concepts, and networking protocols, concepts, and devices.Must have a basic understanding of the Windows operating systems.Must be flexible and willing to work any shift - position is a 24/7 coverage support position.Must possess knowledge of Microsoft Office, Microsoft Windows, and basic networking concepts (TCP/IP, DNS, cabling, wireless, etc.).
Must be comfortable supporting administrator-level functionality across operating systems.Knowledge and experience with corporate infrastructure packages such as Outlook, Citrix MetaFrame, Windows Terminal Services, Active Directory, NDS, and Virus Scanning (local and server-based).Must possess knowledge of end-user device hardware support including PCs (CPU, Motherboard, BIOS, NIC, video, sound, PSU, HDD, CD-RW, DVD, FDD), monitor, keyboard, mouse, drivers, firmware, printers, and laptops.Detail-oriented and able to work effectively in a multi-tasking environment.Must understand VPN and TCP.Understand Incident Management and Response.Desired Qualifications:Some type of Industry Certification.Experience in an Information Technology Call Center.Demonstrated experience working with gaming and/or hospitality systems.A working knowledge of transaction processing and data flow in a large enterprise computing environment.
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