Job Description

Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit .Global Leader in Lottery Solutions | Brightstar LotteryDiscover Brightstar Lottery, the global leader in lottery innovation. Safe, secure, and engaging solutions that benefit communities and meet player needs. 

Responsibilities

• Provides entry to intermediate level monitoring and troubleshooting for operating equipment for one or more jurisdictions and 24x365 adherence to operational procedures, checklists, policies, and national IT Best Practices.
• Performs intermediate level troubleshooting of systems and servers related to host systems, middleware, applications, and existing tools according to procedures with minimal supervision.
• Monitors logical security through use of established tools and procedures.
• Performs entry level troubleshooting of network technologies related to IP network devices and backbone transports according to established procedures, using existing tools with minimal supervision.
• Accurately executes, validates, and recovers defined processes in the 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 by following established SLA performance requirements
• Adheres to IT best practices by following established IT best practice performance and audit
• Supports local testing policies and procedures
• Provides training to other operators through free flow of information, encouraging and appropriately evaluating feedback, encouraging innovation, and inspiring / motivating others.
• Assists in providing informal coaching and mentoring to junior level operators.

Qualifications

• High School diploma or equivalent required
• IT, technical, or related college degree or certifications are preferred
• 1-2 years' experience with Service Desk, Help Desk, Call Center, or Customer Service positions
• Basic experience in Microsoft Office (Outlook, Teams, Word, Excel)
• Technical knowledge and skills required
• Must be able to monitor and troubleshoot multiple technologies

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

#LI-MO1 

At Brightstar, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range for this role is $14.00/hr– $25.22/hr. The actual pay offered may be higher or lower. The Company complies with all local pay requirements and collective bargaining agreements, where applicable.

Base pay is one part of our Total Rewards program. Non-exempt roles are eligible for irregular discretionary bonuses. In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.

All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.

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