Position Details

Position Title

Wagering Hardware Specialist

Reporting Manager

Area Manager

Division/Department

Global Tote USA / US Operations 

Location

USA

Team/# of reports

NA

Job Overview

The Wagering Hardware Specialist will be responsible for the installation, maintenance, and troubleshooting of wagering hardware systems. You will collaborate with cross-functional teams to ensure the smooth operation and functionality of wagering hardware devices and peripherals. The ideal candidate possesses strong technical expertise in wagering hardware systems, exceptional problem-solving skills, and a passion for delivering high-quality customer service. This role will play a critical role in ensuring the accuracy and reliability of wagering equipment.

Responsibilities and Duties

• Install, configure, and set up wagering hardware systems, including betting terminals, and other relevant peripherals. Ensure proper integration and connectivity with backend systems;
• Perform routine maintenance, diagnostics, and repairs on wagering hardware to minimize downtime and ensure optimal performance. Identify and resolve hardware issues promptly, including faulty components, connectivity problems, and software glitches.
• Diagnose and troubleshoot hardware issues, performing repairs and replacing defective parts on Point of Sale Terminals;
• Utilising tablets to log all service requests and actions logs on all maintenance activities performed using ServiceNow 
• Tracking monitoring systems through the internal monitoring platform;
• Acting on alerts that are generated through the ServiceNow;
• Keep abreast of technological advancements in wagering hardware and recommend upgrades or enhancements to improve system performance, security, and user experience. Coordinate with vendors and internal teams to implement necessary hardware upgrades;
• Conduct rigorous testing of wagering hardware systems to ensure compliance with regulatory standards, accuracy of calculations, and seamless functionality. Perform functional tests, stress tests, and user acceptance tests as required;
• Maintain accurate records of hardware installations, repairs, and upgrades. Generate reports on system performance, incidents, and resolutions;
• Ensure compliance with industry regulations and security standards related to wagering hardware. Implement appropriate security measures, such as data encryption and access controls, to safeguard customer information and prevent unauthorized system access;
• Performs all other related and compatible duties as assigned;
• Assists Mutuel clerks with problem transactions related to malfunctions;
• Ability to work with cabling, crimping tools and troubleshooting basic networking issues.
• Provide technical support and guidance to customers and internal staff regarding betting hardware systems, resolving inquiries and issues promptly.

Qualifications & Experiences

• Ability to lift 50 pounds;
• High school diploma or equivalent; additional technical certifications or relevant education is a plus;
• Three - five years related experience;
• Strong knowledge of wagering hardware systems, including betting terminals, kiosks, printers, and scanners. Proficiency in hardware installation, configuration, maintenance, and troubleshooting. Familiarity with networking protocols, connectivity, and peripheral interfaces;
• Strong customer-centric mindset with a commitment to delivering exceptional customer service. Ability to understand customer needs, address concerns, and build positive relationships;
• Excellent problem-solving and analytical skills to diagnose and resolve hardware issues efficiently. Ability to identify potential problems and proactively implement preventive measures. Strong attention to detail and ability to work under pressure;
• Effective communication skills to provide technical guidance, deliver training, and interact with stakeholders at all levels. Ability to collaborate with cross-functional teams and external vendors to achieve common objectives;
• Knowledge of gambling industry regulations and security standards. Familiarity with data protection and privacy regulations. Ability to ensure wagering hardware systems meet regulatory requirements and maintain high levels of data security; 
• Strong technical knowledge of wagering hardware systems, including terminals, kiosks, self-service machines, and peripheral devices; 
• Must be authorized to work in the United States;
• Must be capable of obtaining appropriate gaming and racing licenses as required by local regulators.