Computer Operator II
The Computer Operator II role involves providing entry to intermediate level monitoring and troubleshooting for operating equipment for one or more jurisdictions, with 24/7 adherence to operational procedures, checklists, policies, and national IT Best Practices. The position requires demonstrating a commitment to meeting and exceeding customer expectations while reducing the risks and costs of providing services. It involves building effective partnerships with customers daily by listening to their needs and determining their requirements.
This role performs intermediate level troubleshooting of systems and servers related to host systems, middleware, applications, and existing tools according to established procedures with minimal supervision. It also involves intermediate level network monitoring by confirming tool set availability, using tools for verification of services, and detecting, reporting, escalating, and documenting anomalies. Monitoring of logical security through established tools and procedures is also a key aspect.
Further responsibilities include performing intermediate level monitoring of systems and servers, and entry level troubleshooting of network technologies related to IP network devices and backbone transports. The operator accurately executes, validates, and recovers defined processes in operational checklists to ensure various tasks are completed, and appropriately coordinates, executes, validates, tracks, follows up on, and escalates internal and external customer requests.
Recommendations to create and/or maintain operational procedures and checklists are submitted. Adherence to service level agreements and IT best practices is required, along with supporting local testing policies and procedures. The role also involves monitoring and/or troubleshooting automated functions and participating in individual professional development. Additionally, the operator provides training to other operators and assists in providing informal coaching and mentoring to junior level operators.
- Provide entry to intermediate level monitoring and troubleshooting for operating equipment for one or more jurisdictions.
- Maintain 24/7 adherence to operational procedures, checklists, policies, and national IT Best Practices.
- Demonstrate a commitment to meeting and exceeding customer expectations while reducing risks and costs.
- Build effective partnerships with customers by listening to their needs and determining requirements.
- Perform intermediate level troubleshooting of systems and servers related to host systems, middleware, applications, and existing tools with minimal supervision.
- Perform intermediate level network monitoring by confirming tool set availability, using tools for verification of services, and detecting, reporting, escalating, and documenting anomalies.
- Monitor logical security through established tools and procedures.
- Perform intermediate level monitoring of systems and servers by confirming tool set availability, using tools for verification of services, and detecting, reporting, escalating, and documenting anomalies.
- Perform entry level troubleshooting of network technologies related to IP network devices and backbone transports with minimal supervision.
- Accurately execute, validate, and recover defined processes in operational checklists, including 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.
- Appropriately coordinate, execute, validate, track, follow up on, and escalate internal and external customer requests.
- Submit recommendations to create and/or maintain operational procedures and checklists.
- Adhere to service level agreements by following established SLA performance requirements.
- Adhere to IT best practices by following established IT best practice performance and audit requirements.
- Support local testing policies and procedures.
- Perform intermediate level monitoring and/or troubleshooting of automated functions by confirming tool set availability, using tools for verification of services, and detecting, reporting, escalating, and documenting anomalies.
- Participate in individual professional development by completing assigned development plan, participating in mentoring activities, tracking and reporting of development, and communicating career path goals and objectives.
- Provide training to other operators through free flow of information, encouraging and appropriately evaluating feedback, encouraging innovation, and inspiring/motivating others.
- Assist in providing informal coaching and mentoring to junior level operators.
- Two-year technical college degree or comparable experience (required)
- 1-2 years' experience in related field (preferred)
- Ability to monitor and troubleshoot multiple technologies (required)
- Ability to navigate through Unix/Linux/AIX/VMS/DOS and perform basic commands (required)
- Working knowledge of FTP/SFTP protocols (required)
- Comprehensive knowledge of Office suite and PC operating systems (required)
- Intermediate knowledge of Retailer POS, call center tools (required)
- Builds strong relationships at all levels (required)
- Exhibits professional and customer appropriate communications (written and verbal) (required)
- Listens effectively and demonstrates empathy and understanding of others' concerns (required)
- Demonstrates knowledge of techniques needed, and experience in dealing with difficult or demanding customers (required)
- Demonstrates effective technical writing skills and presents information in a professional and engaging manner (required)
- Organizes and plans work effectively (required)
- Balances priorities among stakeholders (required)
- Completes work in a thorough accurate, well thought-out and timely manner and with attention to detail (required)
- Demonstrates initiative and self-motivation (required)
- Sets high goals for self and others and demonstrates a strong sense of urgency (required)
- Achieves results in a high-pressure environment (required)
- Displays sound business judgment and exhibits common sense (required)
- Exhibits a high degree of ethics, integrity and confidentiality at all times (required)
- Demonstrates strong informal coaching and mentoring skills (required)
- Effectively delivers training in area of expertise (required)
- Effectively implements and manages processes (required)
International Game Technology (IGT) is a global gaming company best known for designing and manufacturing slot machines, casino systems and digital gaming content. Founded in 1975 and long headquartered in Las Vegas, with major operations in Rome and Providence, it has been one of the largest gaming-machine and lottery suppliers in the world. In 2025 the group's lottery business was renamed Brightstar Lottery, while IGT's gaming and digital division was acquired by Apollo Global Management and combined with Everi, continuing to trade under the IGT brand. The company supplies land-based and online casino games to operators across the globe.