Job Purpose The purpose of this position is to provide support within the Product Support department. Position Responsibilities Provides Level II technical support on a 24/7 basis. Assists Customer Service Representatives (CSR’s) and Quality Assurance (QA); liaison between CSR’s, QA, and PS-BC staff. Performs regression and integration testing on field release software candidates; documents all defects; ensures correction of defects until all software releases function per specifications as defined. Enters and updates SDE tickets with pertinent information about issues. Builds, configures, and tests all proposed configuration changes for machines, software, and networking; provides results of tests to management for decisions on implementation to the live network. Assists in troubleshooting problems on the live network. Must be able to work in a fast paced environment where teamwork is an essential part of daily activities; available to work weekends, holidays and extended hours whenever necessary. Must possess a high integrity regarding confidential and sensitive information; some travel required. Specific Accountabilities - Takes/handles escalated product support calls from CSR’s. - Initiates, researches, and authors SDE entries. - Tests regression and integration of proprietary software. - Debugs and documents errors and/or enhancements related to all proprietary software packages. - Manages test bed environment; completes daily checklists as assigned. - Builds, configures, and installs field equipment (i.e., servers and Point-of-Sales (POS). - Follows applicable checklists to perform Service Requests. - Provides information upon request to assist other techs and co-workers. - Promotes good public relation skills and assists staff members in providing a strong, confident public image for customers. - Follows all safety guidelines defined by the manufacturer of any equipment that is worked on. - Documents all installation assignments; maintains records of time spent at specific installation sites. - 24/7 “On-call” schedule rotation. Required Knowledge, Skills and Abilities
- Entry Level understanding of Rocket System. - Ability to follow checklists and written instructions. - Entry Level understanding on Ticket Escalation System - Ability to image servers and install Rocket proprietary software following prepared checklists. - Ability to identify common network components and explain their purpose. Education and Experience
- 1 year experience PC Hardware & Networking - Preferred experience in a Gaming related business.