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 24/365 adherence to operational procedures, checklists, policies, and national IT Best Practices.
The position requires demonstrating a commitment to meeting and exceeding customers' expectations while reducing the risks and costs of providing services. It involves building an effective partnership with the customer on a daily basis by listening to them and asking appropriate questions to determine their requirements.
The operator performs intermediate level troubleshooting of systems and servers related to host systems, middleware, applications, and existing tools according to established procedures with minimal supervision. This includes intermediate level network monitoring, logical security monitoring, and monitoring of systems and servers. Entry level troubleshooting of network technologies related to IP network devices and backbone transports is also performed.
Accurate execution, validation, and recovery of defined processes in operational checklists are essential. This includes tasks such as 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. The role also involves coordinating, executing, validating, tracking, following up on, and escalating internal and external customer requests.
Recommendations to create and/or maintain operational procedures and checklists should be submitted. Adherence to service level agreements and IT best practices is required, as is support for local testing policies and procedures. Intermediate level monitoring and/or troubleshooting of automated functions is also part of the role.
Participation in individual professional development, including completing development plans, mentoring activities, and tracking development, is expected. The role also involves providing training to other operators through information sharing, feedback, innovation, and motivation, as well as assisting 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.
- Ensure 24/365 adherence to operational procedures, checklists, policies, and national IT Best Practices.
- Demonstrate a commitment to meeting and exceeding customers' expectations while reducing risks and costs.
- Build effective partnerships with customers by listening and determining their requirements.
- Perform intermediate level troubleshooting of systems and servers related to host systems, middleware, applications, and existing tools.
- 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 the use of 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 according to established procedures, using existing tools with minimal supervision.
- Accurately execute, validate, and recover defined processes in the operational checklists to ensure completion of tasks such as 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 according to established guidelines.
- 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.