Job Description

The FABIKiosk Helpdesk Support Technician provides technical assistance to users by troubleshooting hardware and software issues, resolving technical problems, and ensuring proper functioning of Kiosk systems. Will answer calls or tickets from users, diagnosing issues, providing step-by-step solutions, and escalating complex problems to higher-level support when necessary. Will also maintain records of issues, updates, and resolutions, and will assist with installations, setting up and configuring equipment and software. A qualified candidate for this position must be friendly, patient, and helpful, and have the ability to multitask accurately while paying close attention to details.

Essential Duties & Responsibilities

• Identifies, investigates, and resolves customer technical support requests while following service expectations established by FABI.
• Fields support calls, emails, chats, and/or other communication from customers with inquiries regarding FABI Kiosk products.
• Guides customers through established diagnostic and troubleshooting processes and contributes to the documentation of such processes as needed.
• Escalates unresolved support requests to higher level support and field tech services.
• Must successfully gain and maintain licensing and remote access to customers in multiple gaming jurisdictions throughout the country, and at times internationally, including but not limited to state, province, and tribal authorities.
• With the assistance of FABIKiosk Management, completes extensive quality assurance (QA) testing of division products in a timely manner as required.

Travel & Licensing Requirement

• Must successfully gain and maintain licensing in multiple gaming jurisdictions throughout the country, and at times internationally, including but not limited to state, province, and tribal authorities.
• Must travel to support installations and training throughout the country, and at times internationally.

Required Skills & Qualifications:

• Bachelor’s degree in computer science or related field preferred.
• 1-3 years of experience in call center support preferred.
• 1-3 years of experience in casino or ATM related hands-on technical support preferred.
• ITIL Foundation, and CompTIA A+ certifications preferred.

Physical Requirements of the Job

• The person in this position needs to be able to traverse distances through large casinos during installations and also be able to remain stationary when guiding training for users; standing for extended periods of time.
• Constantly operates electronics, such as computers, printers, phones, etc.
• Has the ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Is able to observe and inspect details at close range.
• Has the ability to move boxes weighing up to 50 lbs. for equipment installs.

Team Member Benefits

PTO & Paid Holidays - Individual Medical/Dental/Vision Coverage - 401k - Relocation Subsidy