Fusion HCR is Hiring!
Position: Systems Support Engineer I
Location: Las Vegas, NV (Onsite, with Frequent Domestic Travel; Potential International Travel)
Type: Direct Hire
Industry: Gaming Technology
Position Overview
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.
Key Responsibilities
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
Required Qualifications
- 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
Why Join?
This is an opportunity to work at the intersection of gaming technology and hands-on systems support, with exposure to cutting-edge deployments, RFID implementation, and international travel as part of a growing delivery and support organization.