Product Support Engineer

Arrow International is the world's largest manufacturer and supplier of charitable gaming products and solutions, and is headquartered in Cleveland, OH. We produce and distribute a wide array of products including consumables (pull tab tickets, bingo paper and ink, etc.) as well as world class, state-of-the-art, electronic gaming products. Our products are sold, installed, and operated in numerous social and gaming venues around the world. We continue to grow at a record pace and offer this exciting career opportunity to join our team where we are focused on attracting and engaging exceptional talent, empowering colleagues to achieve fulfilling careers, and creating fun and engaging products that are second to none for our customers.

SUMMARY OF ESSENTIAL FUNCTIONS

•  As the Support Engineer you lead and provide technical Product Support to internal and external customers.
• As the Support Engineer you will perform as an individual contributor with autonomy to assess and satisfy Support Engineer level hardware and software related issues.
• Additionally, you will provide technical support to Product Support and Field Engineer requests for support requests and escalations including test lab processes.
• You will document, process, and support issues using remote connections, telephone, and technical aids, and as needed escalate to Development Team
• You will develop, coordinate and direct production upgrades, deployments, and other supporting activities.
• You will develop, document, and provide effective and thorough training SOPs for Product Support 1st/2nd level support team and Field Technician team members.
• You will process site hardware and software installation, change, termination, and other activities.
• You will collaborate with the product and development engineer team and appropriately share information across the organization.
• You will work with Product Support to build customer forward facing relationships with customers and team members, while exuding a professional and polished persona.

 PREREQUISITES

• You will have no less than 3 years of technical support knowledge and ability in areas such as Windows based systems, electronics, electro-mechanical, computers, software, networking, database.
• You will have no less than 3 years interpreting technical documentation, checklists, scripts, and diagrams.
• You will be above proficient adapting to changing workload, work hours, and task assignments.
• You will be above proficient working independently or with minimal direct supervision.
• Knowledge of on-premises low voltage wiring, and computer/point of sale equipment experience would be a plus.
• Working knowledge of Microsoft Server, Microsoft SQL (scripting, reporting) and database creations/migrations
• Working knowledge of Power Shell, and Active Directory
• Technical degree, appropriate certification(s), and/or equivalent experience.
• Able to manipulate proprietary software.
• Position will require pre-employment screenings, which will include drug testing.

PREFERRED

• Previous help desk experience.
• Prior experience in supporting electronic gaming devices.
• Gambling game systems.
• Certification and 3 or more years of commensurate experience in network technologies.

WORKING CONDITIONS

• Travel is required on an occasional basis; may be extensive at times.
• Position is exempt.
• Overtime and standby/on-call availability is required.

EDUCATION

Bachelor’s or Technical degree in Computer Technologies or equivalent experience

Arrow International, Inc. is an Equal Opportunity Employer. It is the policy of Arrow International, Inc. and all of its subsidiary companies and affiliates to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information or any other characteristic protected by law. Arrow International prohibits any such discrimination or harassment.

Qualified MILITARY VETERANS are welcome and strongly encouraged to apply.