Field Service Technician

Join Intralot as a Field Service Technician!

(based in Santa Fe , NW US )

Your Role :

As a Field Service Technician, you will be the second level of escalation for technical issues that Tier 1 support cannot resolve. You will troubleshoot and resolve complex hardware and software problems related to VLTs, and cash devices, while collaborating closely with our field service teams, vendors, and higher-tier support.

In this role, you will also guide Tier 1 agents in real time, document incident trends, and contribute to improving our processes and products. Your work will help maintain smooth operations in a regulated gaming environment, ensuring timely resolutions and exceptional service for our clients.

Primary Duties and Responsibilities :

Serve as the second level of escalation for technical issues not resolved by Tier 1 support agents.

Troubleshoot and resolve advanced technical problems related to VLTs, and cash devices, both hardware and software related.

Assist Tier 1 agents in real time with technical guidance and coaching during customer interactions.

Analyze and document incident patterns to identify trends and recommend process or product improvements.

Collaborate with field service teams, vendors, and third-level support to resolve complex or persistent issues.

Maintain accurate and detailed logs of all troubleshooting steps and resolutions within the ticketing system.

Develop and update internal documentation, troubleshooting guides, and FAQs for Tier 1 support.

Participate in the onboarding and ongoing training of Tier 1 agents to improve team capability.

Provide feedback to the Technical Support Lead on recurring issues, performance gaps, or process bottlenecks.

Assist with system testing, validation, or incident response as needed.

Primary Duties and Responsibilities :

Serve as the second level of escalation for technical issues not resolved by Tier 1 support agents.

Troubleshoot and resolve advanced technical problems related to VLTs, and cash devices, both hardware and software related.

Assist Tier 1 agents in real time with technical guidance and coaching during customer interactions.

Analyze and document incident patterns to identify trends and recommend process or product improvements.

Collaborate with field service teams, vendors, and third-level support to resolve complex or persistent issues.

Maintain accurate and detailed logs of all troubleshooting steps and resolutions within the ticketing system.

Develop and update internal documentation, troubleshooting guides, and FAQs for Tier 1 support.

Participate in the onboarding and ongoing training of Tier 1 agents to improve team capability.

Provide feedback to the Technical Support Lead on recurring issues, performance gaps, or process bottlenecks.

Assist with system testing, validation, or incident response as needed.

Why Join Us :

Medical, Dental & Vision Insurance

6% 401k Match

Paid Holidays & Vacation

Paid Sick, Short / Long Term Disability

Employee Assistance Program

Maternity / Paternity Leave

Global Prospects for professional growth.

Employment Eligibility Verification :

Must possess valid documentation to establish identity and U.S. employment eligibility

Security Requirements :

Submission to, and ability to pass, a thorough pre-employment background check by the required State or District Lottery and Intralot, Inc. is a requirement of employment.  A pre-employment drug screening is also a requirement.

Intralot, Inc. is an Equal Opportunity Employer