Systems Support Engineer I

Fusion HCR is seeking a Systems Support Engineer I to perform system installations, configurations, and related troubleshooting for a client in the gaming technology industry. This role provides Tier 1 and Tier 2 technical support, fielding and resolving customer support tickets while collaborating closely with regional teams and partners to resolve technical problems, ensure system stability, and deliver high-quality support to end users and customers. This role requires frequent domestic travel with potential for international travel., Installation, Configuration & Troubleshooting

• Install, configure, and troubleshoot hardware, software, and tools for new and existing customer deployments
• Perform system installations, upgrades, and maintenance, maintaining related technical documentation
• Evaluate hardware compatibility and assist in implementing RFID technologies, providing feedback that drives hardware design decisions

Demo Room & Lab Support

• Support Demo Room operations and resolve any technical issues affecting functionality
• Deploy and maintain internal labs and vendor test environments

Technical Support & Operations

• Provide on-call support as part of a team rotation, including nights/weekends/holidays as scheduled by management
• Support remote and onsite technical operations while adhering to compliance standards
• Perform software release certification testing with outside organizations such as BMM or GLI

Collaboration & Compliance

• Collaborate with internal teams and external stakeholders to maintain and improve system performance
• Maintain compliance with local employment laws and regulations and recommended best practices; review policies and practices to maintain compliance
• Document solutions, processes, and best practices to improve team efficiency and knowledge base accuracy
• Perform other related duties as assigned to support evolving business needs

• Bachelor’s degree in a technology-related field or equivalent experience
• Minimum 1 year of experience in systems engineering, IT support, hardware/software troubleshooting, or a related role
• General proficiency with Linux command line and related troubleshooting
• Familiarity with virtualization, containerization, and open-source products
• Knowledge of networking, operating systems, servers, and hardware diagnostics
• Strong analytical, communication, and problem-solving skills
• Customer-focused with experience handling technical support
• Excellent written and verbal communication skills in English
• Must have valid work authorization documents to work in the United States
• Ability to successfully pass additional background screenings during employment to fulfill gaming industry regulation security requirements for client jurisdictions
• Ability to work outside regular business hours and travel as needed based on business demands
• This position requires a valid Passport

Preferred Qualifications

• Experience with VMWare, Nutanix, Windows Server, and PostgreSQL
• Understanding of casino operations

Physical Requirements

• Ability to sit or stand for extended periods while working at a desk or computer station
• Occasional lifting or carrying of objects weighing up to 50 pounds, such as hardware, equipment, or office supplies, with or without assistance
• Ability to perform tasks requiring fine motor skills, such as typing, using office equipment, or operating a computer
• Ability to travel locally and/or internationally 10-30% of the time for customer service needs or site visits; during exceptionally busy periods involving new deployments, travel could exceed 50% within a given month
• Ability to participate in in-person meetings and presentations, including standing or moving about a room
• Must be able to work in an office environment and/or customer site location with varying noise levels and demands