DR Gaming Technology

Junior Service Engineer

  • Basis:  Full-Time
  • Closing Date:  29 Aug, 2022
  • Job Ref:  KMP-74450

Job Description

Our company and our industry
DR Gaming Technology™ (DRGT™) is a household name in the international gaming industry. We develop casino slot- and table games, payment platforms, casino accounting systems, jackpot systems, digital signage content management systems and mobile apps focused on Casino operations.

We are a privately held company with around 120 employees worldwide. Our products are installed in over 50 countries all over the world. Our independence makes us flexible and drives our agility. We are passionate about what we do and whilst tech is at our core we fully appreciate that without people we would have no one to develop the tech or to use it. Our engineers don’t sit in the same office all week from 9 to 5. We realize that people make our company, our products but also our clients and players in our industry. We go out and cross boundaries to meet them and see how our products work. We try them out in operations, feel how they are being used and improve them. Hence we support the release early and release often concept.

The company is strongly technically driven and comprises 3 development hubs in Brussels (Belgium), Graz (Austria) and San Gwann (Malta). Apart from the development centres, we have technical support offices in South Africa, Peru and Mexico. The company’s headquarters are in the Brussels area of Belgium.

We develop user applications on off-the-shelf hardware and we develop our own embedded hard and software solutions for our industry. We are constantly improving our products and as we are bringing the land-based casino and the online gaming world together we are looking for engineers. If you join us, you will meet a wide variety of people in our development centres ranging from high-level application front-enders and graphical artists to lowest-level kernel hackers and network nerds.

Although job positions may require certain diplomas and degrees, we value your working mentality and ethics, skills obtained from previous experiences, hobbies and drive to deliver more than anything else.

Based specifically out of our offices in Malta in this role, you will be part of a team responsible for technical support across our casino customers’ operations. This support may be in-person on-site, or via our Help Desk, and as such the role requires someone who is patient, grasps concepts quickly, and is then able to use their prior learning to address, assist, and where required resolve customer queries.

We’re looking for attitude and a willingness to learn first, have these, and we’ll then assist you in acquiring the skills to deliver the best service possible.

Responsibilities

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email.
  • Perform remote troubleshooting.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Able to work with minimum supervision, but understands their role in the team.
  • Advantageous skills and experience.
  • Computer hardware configuration.
  • Computer operating systems.
  • Network configuration Firewall, VLAN, VPN, Routers, etc.
  • Databases and / or programming.
  • A tertiary qualification or equivalent in IT or Electrical Engineering.
  • ITIL Certification.
  • Experience in specifically the land-based casino sector.

Requirements

  • Ability to communicate concisely and accurately in verbal and written English to both technical and non-technical audiences.
  • Customer-oriented and cool-tempered.
  • A self-motivated and conscientious work ethic, and a high bar for the quality of work.
  • Contribute new ideas for continuous improvement of our products.

What we offer

  • A competitive and experience-related salary.
  • The opportunity to grow and learn in a flexible environment that promotes creative thinking.
  • Exposure to a number of varying career paths, with the opportunity to follow these, with our support, as your skills and experience grow.
  • Central location and casual environment.
  • A mobile phone with a contract.
  • A laptop.
  • Flexible working hours.