Call Center Technical Support

Intralot, Inc. is engaged in the supply of integrated gaming and transaction processing systems, innovative game content and value-added services to state licensed gaming organizations. Based on its extensive know how, advanced product development standards and substantial experience in operating lottery games, Intralot, Inc. offers custom-made integrated solutions, which ensure maximum efficiency and absolute security. Games Library includes more than 400 types of games: Numerical Lotteries, TV Lottery Games, Sports Lotteries, Fixed Odds Betting, Instant Lotteries, Pari-mutuel, Video Lottery and Monitor Games.

Overview:
We are seeking a skilled and dependable Tier 2 Technical Support Specialist to act as an escalation point within our call center support team. This role requires in-depth technical knowledge, strong problem-solving abilities, and the capacity to assist frontline agents while directly handling more complex issues related to Video Lottery Terminals (VLT), Coin Operated Amusement Machines (COAM), and cash-handling devices.

Intralot offers a competitive benefits package that includes:

• Medical, Dental & Vision Insurance
• 6% 401k Match
• Paid Holidays & Vacation
• Paid Sick, Short/Long Term Disability
• Employee Assistance Program
• Maternity/Paternity Leave
• Discount Programs

Key Responsibilities: Under the direct supervision of the VP, Operations perform the following duties and responsibilities. Other miscellaneous duties may be assigned.

• 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.

Qualifications:

• 2+ years of experience in technical support or IT help desk, with at least 1 year in a Tier 2 or advanced troubleshooting role.
• Strong knowledge of VLTs, COAMs, or similar gaming and cash-handling equipment preferred.
• Proficient with diagnostic tools, remote troubleshooting, and basic networking concepts.
• Excellent communication and interpersonal skills with the ability to coach and support junior team members.
• Experience with ticketing platforms such as Zendesk, Siebel, or Freshdesk.
• Strong documentation skills and attention to detail.
• Ability to work in a fast-paced, 24/7 environment with rotating shifts, including weekends or holidays if needed.

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.

Intralot, Inc. is an Equal Opportunity Employer