I. BASIC PURPOSE / JOB BRIEF:

The Technical Support Specialist is responsible for providing second-level onsite support for network, database, and system issues within the casino
integrated resort. This role ensures the stability and efficiency of IT operations by troubleshooting, diagnosing, and resolving technical problems and
working with 3rd level support and Vendors, while delivering exceptional customer service to internal stakeholders.

II. MAJOR RESPONSIBILITIES AND DUTIES:

Network Support:

• Troubleshoot and resolve network issues including LAN, WAN, Wi-Fi, and VPN.

• Configure and maintain network hardware such as routers, switches, and firewalls.

• Monitor network performance and ensure network security and connectivity.

Database Support:

• Provide support for database-related issues, ensuring database performance, integrity, and security.

• Perform routine maintenance tasks such as backups, updates, and patching.

• Assist in database design, development, and optimization as required.

System Support:

• Diagnose and resolve hardware and software issues on servers, desktops, and other devices.

• Ensure regular maintenance and updates of operating systems and applications.

Incident Management:

• Respond to and resolve technical incidents and service requests in a timely manner.

• Document incidents, solutions, and maintain accurate records in the incident management system.

• Escalate complex issues to third-level support or external vendors when necessary.

• Investigating and assessing root causes of incidents

Customer Service:

• Provide excellent customer service and support to all resort staff, ensuring minimal disruption to business operations.

• Communicate effectively with end-users to understand and resolve their technical issues.

Compliance and Security:

• Assist in implementing and maintaining security protocols to protect sensitive information.

• Participate in audits and provide necessary documentation as required.

Project Participation:

• Assist in the planning and execution of IT projects.

• Collaborate with cross-functional teams to implement new technologies and upgrades.

• Provide technical support and expertise during project deployments.

III. JOB SPECIFICATIONS

Educational Requirement:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Experience Requirement:

• Minimum of 3 years of experience in a technical support role, preferably in a casino or hospitality environment.
• Proven experience with basic network, database, and system administration.