SYSTEM SUPPORT ENGINEER - #130220

PAX-ASIA


Date: 2 weeks ago
City: Santa Ana, Central Luzon
Contract type: Full time

QUALIFICATIONS:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Previous experience in a technical support or system administration role, preferably in the gaming industry.
  • Strong technical knowledge of iSlot machine systems, hardware, software, and network infrastructure.
  • Proficiency in troubleshooting hardware and software issues.
  • Familiarity with network protocols, configurations, and troubleshooting.
  • Excellent problem-solving and analytical skills.
  • Strong customer service orientation and effective communication skills.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Detail-oriented with excellent organizational skills.
  • Flexibility to work outside regular business hours, including evenings, weekends, and holidays, as required.

As a System Support Engineer, you will play a crucial role in providing technical support and ensuring the smooth operation of the systems within our iSlot machine studio. Your responsibilities will include troubleshooting, maintenance, and system optimization to ensure the highest level of performance and user satisfaction. Your technical expertise, problem-solving skills, and customer-oriented approach will contribute to the success of our gaming operations.

RESPONSIBILITIES:

1. Technical Support:

Respond to technical inquiries and issues from internal staff and customers regarding the iSlot machine systems.
Diagnose and resolve hardware, software, and network-related problems in a timely and efficient manner.
Provide clear and effective instructions or guidance to users to help them resolve technical issues independently.


2. System Maintenance and Upgrades:

Perform regular system maintenance tasks, including software updates, patches, and configuration changes.
Monitor system performance and proactively identify and address any potential issues or bottlenecks.
Collaborate with the technical team to plan and implement system upgrades and enhancements.

3. Troubleshooting and Issue Resolution:

Investigate and troubleshoot system malfunctions, errors, or performance issues reported by users or detected through monitoring tools.
Identify root causes of problems and implement effective solutions or workarounds.
Document and track support tickets, ensuring accurate and timely resolution of issues.

4. System Monitoring and Reporting:

Monitor system performance, network connectivity, and hardware health using appropriate monitoring tools.
Generate reports on system performance, availability, and usage metrics.
Analyze data to identify trends, patterns, or areas requiring improvement.

5. User Training and Documentation:

Create and maintain technical documentation, including user guides, troubleshooting manuals, and FAQs.
Conduct training sessions or workshops for users to enhance their understanding of the iSlot machine systems.
Collaborate with the technical team to develop training materials and resources.

6. Collaboration and Communication:

Collaborate with cross-functional teams, including technical, operations, and customer service teams, to resolve issues and implement system improvements.
Communicate effectively with stakeholders, providing timely updates on support activities and issue resolution.
Escalate complex or critical issues to senior technical staff or management as needed.


7. Continuous Improvement:

Stay updated on industry trends, best practices, and emerging technologies related to iSlot machine systems.
Identify opportunities for system optimization, performance enhancement, and process improvement.
Make recommendations for system upgrades, hardware or software enhancements, and other improvements.

Note: This job description is intended to provide a general overview of the position and does not necessarily include all tasks or responsibilities that may be required.

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