NOC Engineer II - Remote

Full-time - Entry Level

Remote - Austin, TX

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The NOC Engineer II position at Everi Games is focused on ensuring the stability and efficiency of network operations. This role involves providing tier two support to both internal and external customers, managing relationships, and resolving complex technical issues. The engineer will utilize monitoring tools to maintain operational efficiency and serve as a liaison between vendors and customers, ensuring effective communication regarding open issues and corrective actions.

Responsibilities

• 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.
• Ensure support calls and issues are handled in accordance with standard procedures and service level agreements.
• 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.
• Perform analysis and execute scripted tasks using server tools.
• Record all support calls and tasks in ticketing system.

Requirements

• 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.
• Some experience working with ISP vendors.
• Proficient knowledge of Windows applications and operating systems.
• Basic networking and PC knowledge.
• Knowledge of server hardware, peripherals, and management systems.
• Knowledge of networking devices, including switches and routers.
• Knowledge of network, systems, and IT infrastructure management systems.
• Some experience with network monitoring tools.
• Experience with CRM platforms.
• Gaming experience and gaming license are highly desirable.

Nice-to-haves

• Gaming experience and gaming license are highly desirable.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401k with company match
• Life insurance
• Maternity leave
• Paternity leave
• Adoption assistance
• Pet insurance
• Gym reimbursement
• Discretionary Time Off (DTO)