Technical Support Engineer

Technical Support Engineer : Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro / mechanical equipment, computer systems, complex software, or networked and / or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering / software engineering. May be involved in customer installation and training. Provides support to customer / users where the product is highly technical or sophisticated in nature.

Job Duties / Key Accountabilities

• First line of support to answer customer inquiries and issues
• Ensure our applications are running smoothly for multiple jurisdictions and sites
• Ensure data transfer processes are running as expected
• Troubleshoot customer reported issues, data issues and application issues and manage them within stated support guidelines.
• Interact with internal and external teams on a regular basis
• Proactively design and implement best practices for systems support and performance
• Position will have tasks to perform outside of business hours on nights and weekends
• Provide lottery software application operation and support for customers
• Track and ensure the continuity of issue resolution and other tasks
• Handle, register, follow up and resolve incoming service request and incidents
• Monitor lottery system components and events
• Constant communication and support to other involved resolver units and partners
• Participate in calls in case of outage
• Create reports

Required

Desired

Education

Bachelor's degree in related field.

Years of Related Experience

Years of experience 2 to 4 years