Technical Operations Engineer

Welcome to the world of land-based gaming. At Light & Wonder, it's all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Operates and supports the company's business-critical network and cloud-based systems, ensuring reliability, performance, and scalability. Designs, implements, monitors, and troubleshoots network infrastructure, including LAN, WAN, IP, and VoIP environments. Manages operational activities through the ticketing system, including service requests, incidents, projects, and change management tasks. Maintains monitoring platforms, dashboards, and reporting tools to track network health, workload, project status, service levels, and key performance metrics.

Coordinates deployments, installations, shipping logistics, and inventory management activities to support network and gaming technology operations. Collaborates with internal teams, vendors, customers, and telecommunications providers to resolve issues, implement improvements, and maintain service standards. Develops automation tools, supports project planning and execution, and performs network redundancy and failover testing to ensure system availability. Participates in an on-call support rotation as required.

Essential Job Functions:

• Performs Tier II escalation troubleshooting and support for internal and external customer networks within the LNW Gaming network.

• Coordinates installation, provisioning, scheduling, and deployment activities with customers, field service teams, ISPs, and other stakeholders.

• Manages ticketing system workflows, including creating, tracking, prioritizing, updating, and resolving operational, service, and project-related tickets.

• Maintains and supports the network monitoring system, including system elements, alerts, dashboards, reports, and databases.

• Maintains operational dashboards and reporting tools to track project status, workload, service levels, network performance, and key operational metrics.

• Performs network maintenance, upgrades, and configuration changes as required.

• Maintains standard network configurations in routers, switches, and firewalls.

• Reviews daily and monthly reports of network outages, performance trends, and operational issues.

• Troubleshoots and resolves WAN outages and escalates issues with telecommunications providers as needed.

• Research, resolves, and documents Syslog-generated error messages.

• Provides change management support for network projects and operational initiatives.

• Provides in-house wiring and cabling for WAN circuits and communication between gaming elements on customer LANs.

• Coordinates cross-functional projects involving multiple departments and external vendors.

• Oversee inventory management activities, including asset tracking, inventory accuracy, equipment allocation, and coordination with buyers to support installations and project requirements.

• Coordinates shipping and logistics requests for network equipment, gaming assets, and installation materials.

• Analyzes remote network topologies and forwards requests for action and support to the appropriate teams.

• Processes returned equipment from site removals, including decommissioning, inventory reconciliation, and configuration cleanup.

• Provides 24/7 on-call support on a rotation basis.

• Performs other duties and responsibilities as assigned.

Training and/or Experience

• 3+ years supporting a large enterprise network

• Cisco CCNA certification or relevant experience preferred

• Security +, Network +, A+ certifications preferred

• Experience managing service, incident, project, and change management tickets through Jira or similar ticketing systems.

• Experience prioritizing, tracking, and coordinating requests across multiple teams to meet operational and project deadlines.

Knowledge, Skills and Abilities:

• Understand basic network architectures, protocols, and networking devices such as switches, routers, and firewalls.

• Configures and manages network devices.

• Configures and verifies IPv4 and IPv6 addressing and subnetting.

• Knowledge of Ethernet, including cabling, interfaces, and addressing.

• Understanding and implementation of protocols such as DHCP, DNS, and NAT.

• Troubleshooting skills with the ability to identify and resolve common Layer 1, 2, 3, and 4 network issues.

• Strong problem-solving skills with the ability to analyze complex technical issues, identify root causes, and implement effective solutions.

• Strong critical thinking skills with the ability to evaluate information, assess risks, prioritize tasks, and make sound operational decisions.

• Ability to manage multiple priorities, tickets, and projects in a fast-paced environment while maintaining attention to detail.

• Effective verbal and written communication skills with the ability to collaborate across technical and non-technical teams.

• Experience using Jira or similar ticketing systems to manage, track, and resolve operational and project-related requests.

• Woking knowledge of inventory management, asset tracking, and operational dashboard reporting.

Education:

Bachelor's degree preferred, or equivalent combination of education and relevant experience.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and the ability to adjust focus while working with computer and business equipment. The employee must be able to lift, carry, push, and/or pull equipment and materials weighing up to 20 pounds.

Light & Wonder and its affiliates (collectively, L&W) are engaged in highly regulated gaming businesses. As a result, certain L&W employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure L&W complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, L&W requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with L&W (to the extent permitted by law), you shall be asked to consent to L&W conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you'd like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.