Overview

Overall Purpose and Objective:

Provides entry level monitoring and troubleshooting for operating equipment and 24×365 adherences to operational procedures, checklists, policies, and national IT Best Practices.

Principle Duties and Responsibilities:

Performs entry level troubleshooting of systems and servers related to host systems, middleware, applications, and existing tools according to established procedures under supervision.

Performs entry level network monitoring by confirming tool set availability, using tools for verification of services, and detecting, reporting, escalating, and documenting anomalies according to established procedures.

Monitors logical security through use of established tools and procedures.

Performs entry level monitoring of systems and servers by confirming tool set availability, using tools for verification of services, and detecting, reporting, escalating, and documenting anomalies according to established procedures.

Performs entry level troubleshooting of network technologies related to IP network devices and backbone transports according to established procedures, using existing tools under supervision.

Accurately executes operational checklists to ensure that all draw processing, day-end processing, system balancing, file system maintenance, change requests, report/file transfers and deliveries, messaging and jackpot details, system locations/configurations, and internal/external customer requests are completed.

Appropriately coordinates, executes, validates, tracks, follows up on, and escalates internal and external customer requests according to established guidelines.

Submits recommendations to create and/or maintain operational procedures and checklists.

Adheres to Service Level Agreements (SLA) by following established SLA performance requirements

Adheres to IT best practices by following established IT best practice performance and audit requirements

Supports local testing policies and procedures

Performs entry level monitoring and/or troubleshooting of automated functions by confirming tool set availability, using tools for verification of services, and detecting, reporting, escalating, and documenting anomalies according to established procedures

Participates in individual professional development by completing assigned development plan, participating in mentoring activities, tracking and reporting of development, and communicating career path goals and objectives.

Skills and Experience:

Two year technical college degree and 1-2 years comparable experience

Able to navigate through Unix/Linux/AIX/VMS/DOS and perform basic commands

Working knowledge of FTP/SFTP protocols

Comprehensive knowledge of Office suite and PC operating systems

Customer service experience a plus

Strong verbal and written communication skills (in particular phone etiquette skills)

Self-motivated with demonstrated initiative and sense of urgency

Effective listening skills, ability to organize and plan, attention to detail skills required.

Must be available to work days, nights, weekends and holidays, 12 hour shifts.

Ability to work autonomously and within a team.


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