Join Bally’s Intralot as a Field Service Technician!
Based in either Keene, Portsmouth, Dover, Raymond & Laconia - New Hampshire
$21.50 per hour
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, COAMs, 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, COAMs, 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, COAMs, 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
Skills Required
- Must possess valid documentation establishing identity and U.S. employment eligibility
- Must pass a thorough pre-employment background check required by the applicable State or District Lottery and Intralot
- Must complete a pre-employment drug screening
What We Do
Bally’s Intralot is a newly formed company established through the combination of INTRALOT and Bally’s International Interactive, positioning the group as a top iGaming operator and a leading global provider of lottery solutions. Listed on the Athens Stock Exchange, Bally’s Intralot benefits from access to international capital markets to support growth and strategic initiatives, strengthening its presence and competitiveness both locally and globally. Building on Bally’s proven digital B2C operational expertise and INTRALOT’s long-standing leadership in lottery regulated gaming across all five continents, Bally’s Intralot is uniquely positioned across digital online gaming markets, lottery, iLottery, and sports betting. This strategic combination brings together complementary strengths to form a scaled, independent global champion, capable of addressing a significantly expanded addressable market while operating with deep regulatory expertise across multiple jurisdictions. With a unified, vertically integrated structure in the online gaming and lottery sector, a global outlook, technological excellence, and presence across all forms of modern gaming, Bally’s Intralot enables operators to modernize their retail and digital offerings, deliver personalized and responsible player experiences, and operate with greater agility and efficiency in an increasingly converging gaming ecosystem. Operating at the intersection of technology, regulation, and entertainment, Bally’s Intralot is optimally positioned to capitalize on strong global growth trends driven by digital adoption and regulatory expansion across lottery and iGaming markets. Through its global footprint, advanced technology, and commitment to long-term value creation, Bally’s Intralot aims to shape the future of regulated gaming and deliver sustainable benefits for operators, players, and communities alike.
