Technician, Casino Technical & Support

Key Responsibilities

• Consistently provide customer satisfaction through technical support of end users(customers) by responding to and following up on support calls in a timely manner (routed by phone, e-mail, radio and face-to-face), work requests and project tasks, and resolving customer issues in a timely manner.

• Be familiar with and uses all available tools and utilities for troubleshooting user problems including administrative utilities, and diagnostics for systems supported by the team.

• Escalate calls that require additional or different levels of support to IT staff, technicians, application developers or 3rd-party vendors as needed, and follow up to ensure problem is resolved.

• Repair, maintain, upgrade, configure, and install all gaming devices including, but not limited to, gaming terminals, redemption kiosks and table games with computer interfaces.

• Effectively install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.

• Install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products when necessary.

• Inspect all new machines and conversions kit prior to installation onto the gaming floor. Perform Slot Machine, Table Games and related sub equipment moves, installation and reconfiguration to the gaming floor.

• Assist in the management and control of spare parts. repairable items and consumables for Electronic Gaming Machines and Table Games Equipment’s.

• Maintain security of equipment, record. locks and keys.

• Develop an awareness of repeat or chronic problems and strive to resolve the core issue.

• Act in accordance with the Slot Department’s & Company’s policies and procedures & standards.

• Participate in and provides preventive maintenance per maintenance schedule.

• Must be able to work in a highly regulated environment.

• Must be able to work in a customer service environment

• Maintain awareness of equipment standards and software revision levels while staying current with technologies and solutions via training, seminars, journals, and technical papers.

• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or gaming device problems.

• Accommodation: Hoiana Village – a modern 960-room complex (provided with 03 meals a day – Laundry & Housekeeping service – Recreations).
• Working transportation to Da Nang and Hoi An.
• Competitive salaries, additional medical insurance and others.
• Attractive Hoiana employee in-house rates.
• Intensive career development.
  

•  Minimum 1 year working knowledge of the various types of slot machines and Table Games, other related equipment’s, knowledge of installation and maintenance of gaming machines, Table Games, links and gaming management systems essential.
• Must be able to speak, write, read and understand English.
• Ability to read and interpret schematics, electric circuitry and blueprints.
• Must have working technical knowledge of current network protocols, operating systems, and standards.
• Excellent technical knowledge of network and PC hardware.
• Must be available to work on a task assignment, or bulk of work to completion regardless of shift or duration. Must have flexibility and willingness to work any shift – position is a 24X7 coverage support position.
• A degree in Computer Science, or other related technical field, and/or equivalent experience of three or more years working in an IT environment.

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