Service & Support Technician

All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.

The

• Service & Support Technician
• is a hands-on role that combines technical support, customer service, administration, and inventory management. This individual will be responsible for troubleshooting hardware and software issues, supporting customers through multiple channels, and preparing and testing products prior to delivery. A strong understanding of Windows 10, basic networking, and electronic hardware is essential.
• Key Responsibilities :

Customer Support & Field Service :

• Provide technical assistance via phone, email, service tickets, and in-person customer visits.
• Recreate and analyze reported issues in a simulated environment, logging detailed findings in the service module.
• Escalate critical issues to Engineering when necessary and provide ongoing updates to customers.
• Perform on-site installation, servicing, and customer training on Primero Games products.
• Participate in a scheduled on-call rotation, including availability for after-hours and weekend remote support.
• Advise Sales and customers on repair and retrofit cost estimates.

Product Preparation & Testing :

• Prepare orders for game boards, PCs, kiosks, cashless POS systems, and related software.
• Download, activate, and commission software for applicable devices.
• Conduct QA testing on all gaming hardware and peripheral components, including bill acceptors, printers, card readers, scanners, monitors, buttons, and cash dispensers.
• Document all pre- and post-testing data within the company's administrative system.
• Perform initial diagnostics on returned equipment, identify issues, and prepare for internal or manufacturer repair.
• Provide technical assistance to Assembly and QA teams when needed.
• Maintain and upgrade gaming systems and components in the Primero Games showroom.

Inventory & Logistics :

• Pull inventory and prepare customer orders for delivery or pickup.
• Ensure accurate documentation and tracking of all inventory movements.
• Secondary Responsibilities :

In addition to the outlined principal responsibilities, the employee will be expected to perform any other functions as assigned by management. This may include tasks outside of the standard job description, in order to meet the evolving needs and goals of the organization. Flexibility, adaptability, and a willingness to contribute to various projects or initiatives are essential qualities for success in this role.

• Decision Making Responsibilities

The Service & Support Technician is authorized to troubleshoot, diagnose, and resolve technical issues independently within their area of expertise. This involves determining when to provide remote assistance, perform on-site service, or escalate issues to higher levels of support.

• Internal Support and Resources :

Daily task management and technical problem-solving will be autonomous, supplemented by available supervision and expert support from senior staff for complex situations and any necessary training

• Higher Approval Requirements :

Approval from higher management is required for actions involving major risks, customer concerns, or deviations from standard processes. This includes advising on expensive repairs or equipment buys, proposing service changes, or escalating complex issues to upper management for further review and resolution. Additionally, any decisions that could impact company policies, contractual obligations, or legal compliance require higher-level approval before implementation.

• Education and Experience Requirements :
• Excellent verbal and written communication and interpersonal skills.
• Proven ability to work with minimal supervision.
• Ability to deductively troubleshoot for both hardware and software issues.
• Must have basic LAN / WAN networking skills.
• Must have basic knowledge of Windows 10 configuration and troubleshooting.
• A+, Network+, or MCDST certifications is a plus.
• Prior experience in the gaming industry is a plus.
• High School Diploma / GED required, associate or bachelor’s degree preferred.
• Valid, unexpired driver’s license.
• Must be able to pass a background check and MVR.
• Must have the ability to drive a Company vehicle when required.
• Travel Requirements :

Travel, including some overnight travel, may be required but is expected to be no more than 25%.

• Equipment Used :

Test bench with simulators, analyzers, scopes and multi-meters, monitors, power supplies, gaming equipment peripherals : Bill acceptors, ticket printers, card readers, scanners and cash dispensers. Electronic component tools : Screw drivers, wire cutters, soldering iron.

• Environmental Factors and Physical Requirements :

Duties are predominantly performed at the Primero Games facility, with occasional travel for offsite installations and repairs. Environmental factors such as loud noises from cutting and drilling equipment are sometimes present. Physical requirements include standing, walking, stooping, kneeling, crouching, lifting up to 50 pounds, strong hand-eye coordination, manual dexterity, reaching, typing, equipment operation, and reading skills. This position may require the use of personal protective equipment and exposure to hazardous conditions or materials.

• About Us :

Primero Games is a small, but rapidly growing gaming company with a casual dress code and excellent benefit options including Paid Time Off, Medical, Dental, Vision, Life, Short-Term Disability, Long-Term Disability, FSA, HSA and 401k. We are committed to building a team of passionate and talented individuals who will not only help us sustain and grow, but also help us redefine what's possible in the gaming world! To learn more about us, check out our website at

• https : / / primerogames.com.

Job Type : Full-time

Pay : From $23.00 per hour

Expected hours : No less than 40 per week

Benefits :
• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s) :

• Do you have LAN / WAN networking experience?
• Do you have Windows 10 configuration and troubleshooting experience?

Education :

• Bachelor's (Preferred)

Location :

• Appleton, WI 54913 (Preferred)

Shift availability :

• Day Shift (Preferred)

Ability to Commute :

• Appleton, WI 54913 (Required)

Ability to Relocate :

• Appleton, WI 54913 : Relocate before starting work (Required)

Willingness to travel :

• 25% (Required)

Work Location : In person