This position will be working the DAY Shift, 5 days per week ( Thursday – Monday 6AM-2:30PM PST)

What Will You Be Doing?

Provide tier two phone and email support to internal and external customers; escalate issues to development and management as appropriate.
Develop, maintain, and manage relationships with internal and external customers, following up daily on tickets as required.
Assist customers with timely resolution of complex issues, providing technical support and problem determination.
Troubleshoot and resolve simple to complex network outages (layers 1-3) and service interruptions
Use monitoring tools and applications to ensure operational efficiency for all customer environments.
Follow the life cycle of hot issue tickets that require development work, from creation of ticket to deployment of final resolution; maintain a documented timeline of events for reporting.
Serve as liaison between vendors and customers in communicating status of open issues and corrective action plans.
Performs analysis and executes scripted tasks using server tools.
Records all support calls and tasks in ticketing system.
Act as part of the Global Operations team in monitoring the overall infrastructure.
Participate in on call rotation

Skills, Knowledge, & Expertise for the job:

Knowledge of server hardware, peripherals, and management systems.

Bachelor’s Degree in Information Technology or a combination of education and equivalent work experience in a related field required.

Ability to obtain and maintain gaming license(s), as required

2-5 years of experience in a network operations center / technical support environment.

Experience working with ISP vendors.

Proficient knowledge of Windows applications and operating systems.

Strong networking and PC knowledge.