Support Engineer, Gaming (Associate)

ROLE SUMMARY

The Support Engineer, Gaming (Level 2 Support) is responsible for providing second-level technical support for gaming applications used by IR. This role focuses on diagnosing and resolving complex application issues, ensuring incidents are addressed within defined service level agreements (SLAs), and escalating unresolved issues as needed. The position also involves documenting support activities, communicating effectively with users and stakeholders, and performing routine maintenance to maintain optimal application performance.

RESPONSIBILITIES

• Investigate and resolve escalated technical issues related to software/hardware applications that cannot be resolved by Level 1 support.

• Identify, analyze, and diagnose software-related problems, escalating issues to appropriate teams when necessary.

• Resolve incidents in accordance with established service level agreements (SLAs).

• Document all support activities, including troubleshooting steps, root cause analysis, and resolutions.

• Provide timely and clear status updates to users and stakeholders regarding their support requests.

• Perform routine application maintenance, patches, and updates to ensure optimal performance and system stability.

• Develop and maintain software applications using programming languages such as Python, Java, JavaScript, C#, or similar technologies.

QUALIFICATIONS

• A minimum of two years of experience in an IT services or application support environment is preferred; however, recent graduates are encouraged to apply.

• Proven experience in application support or a similar technical support role.

• Proficiency in understanding and troubleshooting software applications.

• Knowledge of database concepts, including the ability to write and interpret SQL queries.

• Experience with Integrated Resorts is advantageous.

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Equivalent work experience may be considered in lieu of a degree.

PREFERRED SKILLS

• Ability to write and understand SQL queries for database interaction and troubleshooting.

• Programming knowledge (e.g., Python, Java, JavaScript, C#, or similar).

• Ability to create and update knowledge base articles for common issues.

• Displays a high commitment to deliver results.