Operator, Shift Lead Customer Support Center

Operator Shift Lead - Customer Support CenterAbout NRTAt NRT we build more than solutions: we build up each is a worldwide leader in future-ready FinTech and Information Technology designed to elevate and enhance the enterprise gaming industry. Our next-generation solutions encompass every aspect of the modern integrated resort including secure payment systems AML compliance and reporting tools credit information and electronic marker services to intelligent and engaging table game platforms dynamic financial and marketing kiosks and our completely customizable digital gamification and mobile experiences. NRT has acquired JOINGO a revolutionary resort app engagement platform dedicated to unifying guest experiences offering a seamless experience from booking to checkout through App Builder which has more than 100 third-party integrations which are unmatched in the industry. Our strategic partnerships have resulted in the most convenient reliable and secure omni-channel payment ecosystem in the industry. Our collective solutions are used by casinos race and sports operators lotteries banks and retailers-- globally-- to dazzle their dedicated to building a better future for all including environmental initiatives designed to reduce our carbon footprint. Some of our actionable initiatives include utilizing green energy digitizing our internal processes and implementing our unique cashless believes in the value of connection and community. We believe that our diversity in skills and background makes us a unique and formidable culture. Additionally we believe in encouraging the growth of individual development and recognize that our success depends on developing each other. We know that to be the innovative FinTech leader that we are its all hands-on deck. NRT knows that to stand firm we need to stand innovative products and success allow us to reward you with competitive salaries paid time off individual growth plans community sharing collaboration Health Benefits (including medical vision dental EAP etc) and more. NRT has metrics designed to get you to where you want to be in your career and we are your biggest advocate for professional development. We provide training product knowledge demos tiered-lever skill building development workshops teambuilding exercises webinars collaboration and more. Joining NRT is more than a job: its an opportunity to grow and learn more about who we are and what we do visit our website at Operator Shift Lead - Customer Support Center acts as the primary operational lead during assigned shift and provides technical support for internal and external clients by diagnosing troubleshooting and resolving basic issues across hardware software networking and business applications. This role requires strong customer service skills the ability to work independently and comfort operating in a fast paced high volume support Competencies Problem-Solving Customer Service Communication Time Management Multi-tasking Leadership DelegationResponsibilities Provide shift supervision and act as the lead escalation point ensuring smooth operations and timely resolution of complex issues. Perform duties across both Tier 1 and Tier 2 support levels adapting to operational needs and maintaining service continuity. Support IT operations by assisting with production system maintenance corporate infrastructure tasks and scheduled operational activities. Review outstanding hardware service calls monitor progress and raise escalations with vendors or internal teams when required. Coordinate daily tasks shift handovers and reporting activities ensuring alignment with directives from the Manager of CSC and the SVP of IT. Assist in project execution by managing assigned tasks tracking progress and communicating updates to leadership. Collaborate with the Service Desk IT and InfoSec teams to create and manage user accounts across all relevant NRT systems. Escalate operational or technical concerns to the Manager of CSC when issues exceed defined thresholds or require leadership intervention. Maintain accurate documentation of shift activities escalations and system events to support transparency and operational consistency. Contribute to continuous improvement efforts by identifying workflow gaps recommending enhancements and supporting process refinementQualifications Bachelors degree or College diploma in Computer Science Networking or related field 3 years experience within a network operations center or technical support representative in a related industry Cisco Certified Network Associate (CCNA) Certification Completed Microsoft Certified: Windows Server Hybrid Administrator Associate Proven leadership abilities including supervising team members and guiding Tier 1 and Tier 2 staff during shifts Proven ability to manage and resolve the most complex escalations originating from both Tier 1 and Tier 2 support teams. Strong rootcause analysis skills with the ability to identify underlying issues and implement longterm corrective actions. Experience coordinating incident management activities including escalation handling communication and resolution tracking. Strong technical knowledge of infrastructure components such as servers networks storage and security technologies. Skilled in documentation reporting and conducting postincident reviews to support continuous improvement. High level troubleshooting capabilities across systems networks applications and integrated environments. Experience mentoring coaching and training junior team members to strengthen overall team capability. Previous experience collaborating across various departments such as IT operations and crossfunctional teams. Ability to remain calm under pressure and make sound decisions during highimpact incidents.