Job Title: Technical Support Specialist
As a Technical Support Specialist, you will play a pivotal role in delivering exceptional technical support and service excellence across customer sites. Working closely with the Service Manager and wider team, you'll be responsible for providing a comprehensive range of technical support including installation, troubleshooting, repair, and maintenance of gaming equipment.
* Perform scheduled tasks, preventative maintenance (PM), break/fix repairs, and system diagnostics on-site.
* Install, remove, upgrade, modify, and perform game changes to gaming equipment at customer sites, including when venues are closed to the public.
* Investigate and resolve complex system faults and perform repair work as required.
* Respond promptly and authoritatively to meet customer expectations and service level agreement requirements.
* Collaborate efficiently with venue staff and maintain high levels of customer satisfaction.
* Accurately collect and report all activities using field service management tools.
* Ensure real-time data entry and 100% accuracy of service records, tasks, and inventory.
* Record part usage and ensure returns are completed as per compliance standards.
* Assist with internal service reporting and respond to departmental requests when required.
* Ensure understanding of and alignment with workplace health and safety policies, procedures, and regulations, including:
o The health, safety, and welfare of employees, visitors, and contractors.
o Accident/incident/near miss processes and investigations as required.
o Activities meeting legislative and regulatory compliance requirements.
This role is ideal for someone who is technically skilled and customer-focused. The successful candidate will need to meet physical requirements critical to the role.
* Able to lift/move up to 25kg safely, using manual handling techniques and tools.
* Able to comfortably step up onto a safety step and work in variable environments.
* Comfortable standing for most of the workday and aiming for extended periods.
* Able to comfortably bend, squat, and work at ground level if required.
* Able to move arms above head and work at shoulder height if required.
About This Role
This role requires a technical specialist to provide excellent support to customers across various sites. The ideal candidate should possess strong technical skills, good communication, and teamwork abilities.
We are seeking a skilled professional who can deliver quality results while ensuring a safe working environment.