Technical Operations Specialist

About us:

At Spin
, recruitment is about more than filling roles; it’s about creating real human connections
. We partner with leading U.S. companies to help them hire exceptional talent through a true direct-hire process, ensuring candidates join our clients’ teams directly while we support them throughout the journey.

About our partner: Join a global leader in integrated resort and gaming entertainment, with a portfolio spanning casino operations, hospitality, and technology across multiple continents. As the organization continues to expand its casino management systems and gaming technology footprint in the U.S. market, it's building out a local technical operations team to support deployments and day-to-day system reliability for its North American properties.

About the role: The Technical Operations Specialist will be the on-the-ground technical resource for casino management system installations, go-lives, and post-launch support across U.S. sites. This person will troubleshoot application and hardware issues, manage incident escalation, and work closely with technical teams based in Asia to keep systems running smoothly - a great fit for someone who thrives on hands-on problem-solving and cross-regional collaboration in a fast-paced gaming technology environment.

What You'll Do

• Support on-site and remote installation, configuration, testing, and go-live activities for casino management system deployments.
• Provide Level 1 and Level 1.5 technical and application support, including troubleshooting, incident management, issue replication, and customer communication.
• Diagnose and resolve application, integration, workstation, and basic hardware issues, including coordinating hardware replacement (RMA) when required.
• Escalate complex technical issues to regional support, product, development, and infrastructure teams, while coordinating timely resolution.
• Assist with system configuration, data preparation, user acceptance testing (UAT), and post-implementation stabilization.
• Prepare and maintain technical documentation, installation guides, troubleshooting procedures, and knowledge base articles.
• Monitor recurring issues and recommend improvements to support processes, deployment procedures, and customer readiness.
• Deliver professional customer support and collaborate closely with Asia-based technical teams to ensure high system availability and service quality.

What You Bring

• Bachelor's or Associate's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related technical field, or equivalent practical experience.
• 2-4 years of experience in technical support, application support, systems implementation, IT operations, enterprise software, gaming technology, or hospitality systems.
• Strong troubleshooting skills in software applications, workstations, peripherals, and basic network connectivity.
• Familiarity with incident management, ticketing systems, escalation processes, software deployment, testing, and go-live support.
• Excellent documentation, communication, and customer service skills.
• Ability to work independently on customer sites while collaborating with remote regional support teams and stakeholders.

Salary & Benefits

• Location:
  
  Hybrid in New York City
• Salary: $85,000.00 - $ USD annually.
• This is a full-time, long-term position, hired directly as an employee.
• The position is immediately available.
• Monday through Friday, EST, regular business hours