Technical Support Specialist for Lottery Equipment

1 week ago

Timmins, Ontario, Canada Diamond Game Full time

About Us


Diamond Game is a leading technology-focused gaming organization, providing innovative solutions to charitable gaming and lottery markets.


We foster a work environment that encourages teamwork, imagination, and continuous improvement, while putting our customers first by delivering consistent service and unique products.



Job Summary

This part-time, on-call position as an On-Call Support Technician is a technical, customer-centric role focused on troubleshooting, remote repair, and Tier 1 customer support for Diamond Game's lottery electronic and physical ticket dispensers, as well as associated equipment.



Key Responsibilities:

  • Ensure defined service level agreement timelines are met by performing necessary activities and providing support.
  • Complete installations of equipment and software during upgrades and installs, performing all tasks necessary.
  • Act as the first line of support for Tier 1 customer requests, answering calls, logging information, resolving, transferring, or escalating requests.
  • Assist Technical Services and Infrastructure team members with basic repair and maintenance of associated equipment, such as payout stations, cabling, switches, and servers.
  • Record maintenance and repair actions in approved reporting software, accurately and within defined timeframes.
  • Adhere to jurisdictional regulations regarding the proper handling of maintenance for gaming equipment.
  • Communicate and report to management and other departments within Diamond Game on the status of assigned activities.
  • Gather and record detailed information and reports on issues reported by customers or otherwise identified at customer sites.
  • Report on work orders and other assigned tasks daily.
  • Perform other tasks and duties as needed and/or requested by management.
  • Demonstrate the ability to practice Diamond Game's core values consistently.


Requirements

To be successful in this role, you will need:


Education & Experience:



  • A High School diploma or equivalent.
  • 2+ years of technical/electrical experience or a technical degree/certification or equivalent experience.
  • Microsoft Office (Word, Excel, Outlook).
  • M Microsoft Navision experience helpful.

Knowledge & Abilities:



  • You may be required to undergo provincial and federal background checks for gaming licenses and/or approval by Lottery to work on gaming products in the jurisdiction.
  • Knowledge and adherence to essential safety standards.
  • Basic technical/electronic maintenance and troubleshooting skills.
  • Attention to detail, competent interpersonal, oral, and written communication skills.
  • Planning, organizational skills, adaptability.
  • The ability to work with minimal supervision as well as in a team environment.
  • The ability to work varied shifts and overtime as required.

Regulatory Requirements:



  • Employment dependent on successfully passing a regulatory background check.
  • Employees may also be subject to additional periodic background checks as needed and/or required by Diamond Game and/or Diamond Game customers.

Compensation: $60,000 - $80,000 per year, depending on experience. We offer a competitive salary, benefits, and opportunities for growth and development.

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