Senior Technical Support Engineer

2 weeks ago

Makati City, National Capital Region, Philippines RAC PHIL CORP. Full time

Job Description:

We are looking for a reliable and technically skilled Senior Technical Support Engineer to support our gaming operations. The role involves providing technical assistance through remote, phone, and onsite support while ensuring system stability, operational efficiency, and compliance with gaming regulations. The ideal candidate is flexible, customer-focused, and experienced in gaming system environments.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field; mechanical or electrical background is an advantage.
  • Strong knowledge of networking fundamentals (TCP/IP, DHCP, LAN); experience with switch/router configuration is a plus.
  • Proficient in Microsoft Windows OS and applications (Excel, Outlook, Word, PowerPoint), including system configuration and log analysis.
  • Familiar with remote support tools and basic system administration.
  • Excellent troubleshooting, analytical, and problem-solving skills.
  • Strong communication, coordination, and customer service skills.
  • Highly organized, detail-oriented, and able to manage multiple tasks.
  • Willing to work flexible schedules, including weekends if required.
  • Experience in the gaming industry, preferably online gaming, is required.
  • Ability to share knowledge and train colleagues as needed.
  • Commitment to efficiency, initiative, and consistent high-quality work.
  • Professional personal presentation suitable for a customer-facing role.

Job Responsibilities:

  • Provide first-level technical support via phone, email, ticketing system, remote access, and onsite assistance.
  • Diagnose and resolve hardware, software, network, system, and terminal-related issues.
  • Escalate complex or unresolved issues to Level 2 support or relevant technical teams as required.
  • Maintain accurate and complete documentation of issues, resolutions, and follow-up actions in the ticketing system.
  • Install, configure, and maintain IT systems, applications, and gaming-related platforms.
  • Monitor and maintain active, approved games within the gaming platform in accordance with regulatory requirements.
  • Conduct staff orientation and technical briefings for new gaming sites.
  • Assist in system walkthroughs and technical verification for PAGCOR and MGX compliance.
  • Coordinate with Compliance, Operations, and vendors to support audits, inspections, and regulatory requirements.
  • Provide clear and easy-to-understand technical explanations to non-technical users and clients.
  • Proactively follow up with users to ensure satisfaction and proper resolution of reported issues.
  • Create, update, and maintain knowledge base articles and technical documentation.
  • Share technical knowledge, best practices, and guidance with team members.
  • Perform onsite technical support activities across various locations, primarily in Manila, Laguna, and nearby provinces.
  • Accommodate client concerns related to system performance and terminal operations.
  • Ensure timely response and resolution of technical issues to minimize operational downtime.

Job Type: Full-time

Pay: Php30, Php35,000.00 per month

Work Location: In person

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