What are the responsibilities and job description for the Technical Specialist I position at Bluberi?
Bluberi Values
Welcome to Bluberi, where we’re putting the FUN in gaming! Driven by innovation and a dash of disruption, our team are masterminds of developing highly original software and technology solutions that spice up the gaming scene. Bluberi is rapidly expanding and offers 5 offices throughout North America - headquarters in Las Vegas, NV, and design studios located in Reno, NV: Drummondville, QC, Moncton, NB and our newest studio in Austin, TX. We bring over 30 years’ industry experience and we’re committed to delivering standout casino gaming experiences to players and operators alike. Our creative innovators are on a mission to shake things up with fun-driven products. At Bluberi, we dare to be bold, proud of our creativity, enjoy being disruptors and are always ready to add a little extra imagination with a twist into everything we do.
About The Team
At Bluberi, we focus on one thing: bringing the wonderful world of gaming to life. Driven by passion and supported by our dedication to new ways of thinking, we develop original gaming experiences that demand attention. Inspired by our players and love of gaming, we aim to entertain by incorporating interactive technology and electrifying imagery.
Summary
Under the supervision of the technical services manager, the incident management technician is to offer excellent customer service based on established guidelines and Level One support to our clients. This includes taking incoming calls, managing incoming emails, and providing first response diagnostics.
Essential Duties And Responsibilities
Essential Duties and Responsibilities include but are not limited to the following:
Employment at Bluberi is on an at-will basis unless otherwise stated in a written individual employment agreement signed by Bluberi’s CEO. This means you and/or Bluberi have the right to terminate employment at any time for any reason with or without cause or notice, as applicable to federal or state law.
Nothing in this guide creates or is intended to create an employment agreement, express or implied. Nothing contained in this, or any other document provided to you is intended to be, nor should it be, construed as a contract that employment or any benefit will be continued for any period of time. In addition, no company representative is authorized to modify this policy for any individual or to enter into any agreement, oral or written, that changes the at-will relationship.
Immigration Law Compliance
Bluberi is committed to full compliance with the federal immigration laws. These laws require all individuals to complete an employment eligibility verification procedure when hired. All new Team members are required to electronically complete and sign an I-9 form and furnish original documentation for proof of identity and proof of eligibility to work in the United States within (3) business days of their first day of employment. Changes in immigration status must be reported to HR as soon as they occur.
Equal Employment Opportunity Employer
Bluberi is an equal employment opportunity employer. Our policy is to select, place, train and promote the best qualified individuals based upon relevant factors such as work quality, attitude and experience, so as to provide equal employment opportunity for all of our employees in compliance with applicable local, state and federal laws and without regard to non-work related factors such as sex, color, race, ancestry, religion, national origin, age, disability unrelated to the ability to perform the essential functions of the job, veteran status, sexual orientation, citizenship status, or other protected group status. This equal employment opportunity policy applies to all Bluberi activities, including, but not limited to, recruiting, hiring, training, transfers, promotions, wages, and benefits. Creativity, innovation, imagination and curiosity are naturally inclusive. Bluberi values and respects all teammates and knows diversity makes us better and helps us achieve our goals.
Americans With Disabilities Act (ADA) And Reasonable Accommodation
Bluberi is committed to the fair and equal employment of individuals with disabilities under the ADA. It is Bluberi’s policy to provide reasonable accommodation to qualified individuals with disabilities unless the accommodation imposes an undue hardship on the company. Bluberi prohibits any harassment of, or discriminatory treatment of, employees or applicants based on a disability or because an employee has requested reasonable accommodation.
In accordance with the ADA, reasonable accommodations will be provided to qualified individuals with disabilities to enable them to perform the essential functions of their jobs or to enjoy the equal benefits and privileges of employment. A Bluberi employee or applicant with a disability may request an accommodation from the HR department and should specify what accommodation is needed to perform the job and submit supporting documentation explaining the basis for the requested accommodation, to the extent permitted and in accordance with applicable law. The company then will review and analyze the request, including engaging in an interactive process with the Bluberi employee or applicant, to identify if such accommodation can be provided, or if any other possible accommodations are appropriate. If requested, the individual is responsible for providing medical documentation regarding the disability and possible accommodation. All information obtained concerning the medical condition or history of an applicant or Bluberi will be treated as confidential information, maintained in separate medical files, and disclosed only as permitted by law.
It is the policy of Bluberi to prohibit harassment or discrimination based on disability or because an individual has requested reasonable accommodation. Bluberi prohibits retaliation against individuals for exercising their rights under the ADA or other applicable civil rights laws. Team members should use the procedures described in the Anti-Harassment/Non-Discrimination Policy to report any harassment, discrimination, or retaliation they have experienced or witnessed.
Employment Classification
To determine eligibility for benefits and overtime status and to ensure compliance with federal and state laws and regulations, Bluberi uses the following classifications. Employment classifications are based on the guidelines of the Fair Labor Standards Act (FLSA) and, as circumstances dictate, Bluberi may review or change employment classifications at any time.
Exempt: Exempt Team members are paid on a salary basis and are not eligible to receive overtime pay.
Non-exempt: Non-exempt Team members are paid on an hourly basis and are eligible to receive overtime pay for overtime hours worked.
Regular, full time: Team members who are not in a temporary status and work a minimum of 30 hours weekly and maintain continuous employment status. These Team members are eligible for the full-time benefits package and are subject to the terms, conditions, and limitations of each benefits program.
Regular, part time: Team members who are not in a temporary status and who are regularly scheduled to work less than 30 hours weekly, but at least 20 hours weekly, and who maintain continuous employment status. Part-time Team members are eligible for some of the benefits offered by the company and are subject to the terms, conditions, and limitations of each benefits program.
Temporary, full-time: Individuals who are hired as interim workers to temporarily supplement the workforce or to assist in the completion of a specific project and who are temporarily scheduled to work the company’s full-time schedule for a limited duration. Employment beyond any initial stated period does not imply a change in employment status.
Temporary, part-time: Individuals who are hired as interim workers to temporarily supplement the workforce or to assist in the completion of a specific project and who are temporarily scheduled to work less than 30 hours weekly for a limited duration. Employment beyond any initial stated period does not imply a change in employment status.
Diversity, Equity and Inclusion Policy
Bluberi is committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion.
Our human capital is the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that team members invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well.
We embrace and encourage our differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make us unique.
- We Are the New School
- Clarity and Transparency
- Find It, Fix It, Own It
- Standard Operating Success
- Easiest Company to do Business With
- It’s A Team Sport
- Celebrate Wins, But Never Be Satisfied
Welcome to Bluberi, where we’re putting the FUN in gaming! Driven by innovation and a dash of disruption, our team are masterminds of developing highly original software and technology solutions that spice up the gaming scene. Bluberi is rapidly expanding and offers 5 offices throughout North America - headquarters in Las Vegas, NV, and design studios located in Reno, NV: Drummondville, QC, Moncton, NB and our newest studio in Austin, TX. We bring over 30 years’ industry experience and we’re committed to delivering standout casino gaming experiences to players and operators alike. Our creative innovators are on a mission to shake things up with fun-driven products. At Bluberi, we dare to be bold, proud of our creativity, enjoy being disruptors and are always ready to add a little extra imagination with a twist into everything we do.
About The Team
At Bluberi, we focus on one thing: bringing the wonderful world of gaming to life. Driven by passion and supported by our dedication to new ways of thinking, we develop original gaming experiences that demand attention. Inspired by our players and love of gaming, we aim to entertain by incorporating interactive technology and electrifying imagery.
Summary
Under the supervision of the technical services manager, the incident management technician is to offer excellent customer service based on established guidelines and Level One support to our clients. This includes taking incoming calls, managing incoming emails, and providing first response diagnostics.
Essential Duties And Responsibilities
Essential Duties and Responsibilities include but are not limited to the following:
- Provide Level One support to the clients.
- Receive requests and preliminary diagnostic information from the client properly logging the details into the ticket management system.
- Validate that all communications are properly and documented.
- Apply known solutions to resolve the problem.
- Submit and track part replacements and track.
- Escalate the problem to the Problem management technicians (Level 2) when necessary.
- Follow up with the client.
- Manage customer service delivery through ticketing system.
- Timely follow up internally and externally to obtain resolution
- Preparation, installation and configuration of both hardware and software components according to specifications
- Deployment and go live of the server system (Both Hardware and Software)
- Conduct system monitoring.
- Complete the parts request and returned merchandise procedures (RMA)
- Comply with any regulatory protocol related to the industry.
- Continued development of skills (Software, hardware, and procedures).
- Ensure that the service level agreements (SLA) are being met.
- Management of the technical support email inbox.
- Assist field services technicians.
- Other responsibilities as assigned by the manager.
- Able to speak and write fluently in English.
- Available to work on rotating shifts and cover on-call.
- Be available to travel outside Canada for periods up to a week.
- Have a valid passport, valid driver license, be 21 years of age.
- Be able to obtain gaming licenses:
- Pass a background security check.
- Provide personal and financial information and fill required regulatory documents.
- Working knowledge of:
- MS server operating systems (Windows servers 2008R2, 2016, 2019)
- Active Directory, DNS, DHCP
- Backup solutions (Backup Exec, ESET, Veeam)
- Networking (logical and physical)
- Working knowledge of:
- Server hardware (HP ProLiant family)
- Network hardware (router, switches)
- Nice to have:
- Experience with Microsoft licensing (Open, Select, SPLA, etc.)
- Experience with SQL queries.
- Experience with production (live) environments.
- Experience within a customer service-oriented call/service center.
- Experience in the casino industry.
- Sitting for extended periods of time. Most work is done at a desk or workstation.
- Frequent use of a computer and/or phone.
Employment at Bluberi is on an at-will basis unless otherwise stated in a written individual employment agreement signed by Bluberi’s CEO. This means you and/or Bluberi have the right to terminate employment at any time for any reason with or without cause or notice, as applicable to federal or state law.
Nothing in this guide creates or is intended to create an employment agreement, express or implied. Nothing contained in this, or any other document provided to you is intended to be, nor should it be, construed as a contract that employment or any benefit will be continued for any period of time. In addition, no company representative is authorized to modify this policy for any individual or to enter into any agreement, oral or written, that changes the at-will relationship.
Immigration Law Compliance
Bluberi is committed to full compliance with the federal immigration laws. These laws require all individuals to complete an employment eligibility verification procedure when hired. All new Team members are required to electronically complete and sign an I-9 form and furnish original documentation for proof of identity and proof of eligibility to work in the United States within (3) business days of their first day of employment. Changes in immigration status must be reported to HR as soon as they occur.
Equal Employment Opportunity Employer
Bluberi is an equal employment opportunity employer. Our policy is to select, place, train and promote the best qualified individuals based upon relevant factors such as work quality, attitude and experience, so as to provide equal employment opportunity for all of our employees in compliance with applicable local, state and federal laws and without regard to non-work related factors such as sex, color, race, ancestry, religion, national origin, age, disability unrelated to the ability to perform the essential functions of the job, veteran status, sexual orientation, citizenship status, or other protected group status. This equal employment opportunity policy applies to all Bluberi activities, including, but not limited to, recruiting, hiring, training, transfers, promotions, wages, and benefits. Creativity, innovation, imagination and curiosity are naturally inclusive. Bluberi values and respects all teammates and knows diversity makes us better and helps us achieve our goals.
Americans With Disabilities Act (ADA) And Reasonable Accommodation
Bluberi is committed to the fair and equal employment of individuals with disabilities under the ADA. It is Bluberi’s policy to provide reasonable accommodation to qualified individuals with disabilities unless the accommodation imposes an undue hardship on the company. Bluberi prohibits any harassment of, or discriminatory treatment of, employees or applicants based on a disability or because an employee has requested reasonable accommodation.
In accordance with the ADA, reasonable accommodations will be provided to qualified individuals with disabilities to enable them to perform the essential functions of their jobs or to enjoy the equal benefits and privileges of employment. A Bluberi employee or applicant with a disability may request an accommodation from the HR department and should specify what accommodation is needed to perform the job and submit supporting documentation explaining the basis for the requested accommodation, to the extent permitted and in accordance with applicable law. The company then will review and analyze the request, including engaging in an interactive process with the Bluberi employee or applicant, to identify if such accommodation can be provided, or if any other possible accommodations are appropriate. If requested, the individual is responsible for providing medical documentation regarding the disability and possible accommodation. All information obtained concerning the medical condition or history of an applicant or Bluberi will be treated as confidential information, maintained in separate medical files, and disclosed only as permitted by law.
It is the policy of Bluberi to prohibit harassment or discrimination based on disability or because an individual has requested reasonable accommodation. Bluberi prohibits retaliation against individuals for exercising their rights under the ADA or other applicable civil rights laws. Team members should use the procedures described in the Anti-Harassment/Non-Discrimination Policy to report any harassment, discrimination, or retaliation they have experienced or witnessed.
Employment Classification
To determine eligibility for benefits and overtime status and to ensure compliance with federal and state laws and regulations, Bluberi uses the following classifications. Employment classifications are based on the guidelines of the Fair Labor Standards Act (FLSA) and, as circumstances dictate, Bluberi may review or change employment classifications at any time.
Exempt: Exempt Team members are paid on a salary basis and are not eligible to receive overtime pay.
Non-exempt: Non-exempt Team members are paid on an hourly basis and are eligible to receive overtime pay for overtime hours worked.
Regular, full time: Team members who are not in a temporary status and work a minimum of 30 hours weekly and maintain continuous employment status. These Team members are eligible for the full-time benefits package and are subject to the terms, conditions, and limitations of each benefits program.
Regular, part time: Team members who are not in a temporary status and who are regularly scheduled to work less than 30 hours weekly, but at least 20 hours weekly, and who maintain continuous employment status. Part-time Team members are eligible for some of the benefits offered by the company and are subject to the terms, conditions, and limitations of each benefits program.
Temporary, full-time: Individuals who are hired as interim workers to temporarily supplement the workforce or to assist in the completion of a specific project and who are temporarily scheduled to work the company’s full-time schedule for a limited duration. Employment beyond any initial stated period does not imply a change in employment status.
Temporary, part-time: Individuals who are hired as interim workers to temporarily supplement the workforce or to assist in the completion of a specific project and who are temporarily scheduled to work less than 30 hours weekly for a limited duration. Employment beyond any initial stated period does not imply a change in employment status.
Diversity, Equity and Inclusion Policy
Bluberi is committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion.
Our human capital is the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that team members invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well.
We embrace and encourage our differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make us unique.
