IT Technical Support Manager
Salary undisclosed
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- Appointed Head of CS team, responsible for overall Support operations which include commissioning, installation and support of all slot machines, ETG and system for overseas and local market.
- To set TSS monthly roster and to oversee Support daily operation.
- To manage the team for relocation, commissioning and installation of slot machines, ETG and systems for overseas and local market.
- To manage the team to deliver on time technical support to overseas casino/club for slot machines, ETG and systems ensuring SLA for L1 support is met.
- To arrange standby support if deemed necessary for casino / club when introduction of new Weike’ products (or game or program) and to ensure the team provides constant updates and feedback to related parties for product review and improvement.
- To be responsible in arranging the team in carrying out product upgrade on site, e.g. machine game change and system software upgrade/testing.
- To be responsible in gathering customer feedback from the team and notify HQ (Sales and Support)
- To be responsible in liaising with the customer for any technical inquiry and provide resolution if any.
- To provides new sites on-site training to customers on game functionality and operation.
- To provides devise conversion instructions for configuration comparisons or hardware upgrade/downgrade changes.
- To provide technical assistance by fixing problems remotely using remote access.
Job Requirements:
- Advanced Diploma in Software Engineering / Information Technology / Computer Science or related discipline.
- Minimum 5 years technical support experience in gaming industry.
- Ability to lead and guide technicians for overseas or local assignment.
- Computer literate, with strong knowledge in computer hardware, software and computer networking will be an added advantage.
- Good interpersonal skills and able to communicate with all levels, internally and externally, in a professional and responsive manner.
- Knowledge and understanding of AC/DC fundamentals will be an added advantage.
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