Technical Support Lead

Simtech is a leading international digital signage company, dedicated to revolutionising the casino and gaming industry. With a commitment to constant expansion and innovation, we are globally recognised for our exceptional products and unrivalled expertise in creating visually stunning digital displays. 

Technical Support Role 📲

Provide Technical Support and advice to colleagues, clients and casino technicians regarding the connectivity of technical equipment and operating procedures of the vast range of visual displays developed and manufactured by Simtech.

• First point of contact for clients both domestically and internationally in providing Technical Support. 
• Possess the skillset to effectively troubleshoot, diagnose, and resolve technical-related issues.
• Support & liaise with clients using various communications including in-person, phone, email, WhatsApp, WeChat, and Slack.
• Flexibility to provide Technical Support 24/7 (including weekends).
• Collaborate with clients to understand their specific technical needs and challenges.
• Document all support activities, including troubleshooting steps, resolutions, and client communication
• Generate detailed reports on support activities, identifying trends and opportunities for improvement
• Rotating after-hours support
• Stay up to date with new technologies and industry trends to enhance technical knowledge.
• Valid Driver’s license

Large and Technically Complicated Displays 🖥️

• Research and determine technical requirements for specific displays.
• Liaise with the Technical Director, Assembly Division & Sales team on Client expectations and the best equipment to meet requirements.
• Connect technical equipment, program and check display meets approved artwork & technical requirements. 
• Create system diagrams and technical reference documents for internal and client requirements.
• Create presets, display effects, and control to meet client expectations. 
• Remotely login to displays to reconfigure and program new configuration settings to allow for changes.
• Clearly document and record all support issues and changes to displays for future reference.
• Train casino technicians on how to implement changes to displays. 
• The ability to liaise with different nationalities.
• Organise technical contractors and advise on how to best resolve issues.

Animation Layouts / Mapping and Display Configuration 📐

• Liaise with both Art, Animation & CAD departments to ensure animation layouts are set up correctly as per the display and client specifications.
• Create & Test screen connection settings according to animation layouts to ensure operability.

Research & Development 🔎

• Configure and test new components in upcoming displays.
• Seek advice and assistance from suppliers to resolve any issues.

Overseas Installation ✈️

• Provide onsite advice and oversee the technical aspects of the installation to ensure that the display is commissioned correctly.
• Liaise with clients regarding last-minute changes or alterations.
• Train onsite technicians on how the display/s operate.
• Current passport (for international travel if required)

General 📂

• Clearly document and train new staff in the team on processes and systems.
• Be productive in learning and acquiring the skills to assist with Simtech US tech support.
• Explain and enforce safety rules where needed.
• Establish and maintain professional working relationships with all team members.
• Follow company policy and procedures at all times.

Required Skills & Tool Competencies 🛠️

• Soldering iron.
• Multi-imeter.
• Battery-powered hand tools.
• Network switches and cabling.
• Scissor/boom lift ticket.
• Forklift ticket.
• Exceptional communication and customer service skills with a focus on client satisfaction.
• In-depth understanding of audio-visual technologies, connectivity, control, and applications.
• Advanced computer & networking skills.
• Previous experience with applications like TeamViewer, Teams.
• Proven experience in Technical Support, preferably in a field support role.
• Strong understanding of hardware, software, and networking concepts.
• Excellent problem-solving and communication skills.
• Ability to work independently and collaboratively in a team environment.

Ready to dive into the world of Tech? Apply now to be a part of Simtech’s exciting Tech Division! 

To view showreel, visit: https://simtechled.com/

Hours:

Mon-Fri: 7am-3pm

Overtime available upon request

Apply: Submit your resume to **@simtechcreations.com

We look forward to hearing from you! 🤩