Engineer NOC I

About the role

As an Engineer NOC I at IGT, you will be responsible for providing Tier II support to both internal and external customers. Your primary duties will include monitoring network performance, troubleshooting incidents, and ensuring system reliability through effective communication with various stakeholders.

You will work within a diverse team dedicated to maintaining optimal system performance. Success in this role is measured by your ability to efficiently manage incidents, minimize downtime, and enhance overall service delivery through proactive monitoring and problem-solving.

The estimated salary range for this position is $59,000 to $62,400 USD, with actual compensation potentially varying based on experience and qualifications.

Skills that matter here

• Information Technology: This role requires a solid understanding of IT principles to manage network operations effectively.
• network operation center: Experience in a NOC environment is crucial for responding to alerts and managing incidents.
• technical support: You will provide technical support, resolving complex network and application issues.
• Windows applications: Proficiency in Windows applications is necessary for troubleshooting and operational tasks.
• networking: Basic networking knowledge is essential for understanding and resolving network issues.
• CRM platforms: Familiarity with CRM platforms will help in managing customer interactions effectively.

Who this role suits

• Candidates with a background in technical support or network operations will thrive.
• Individuals who are proactive problem-solvers and can work under pressure will excel.
• Team players who communicate effectively with both technical and non-technical stakeholders will be successful.
• Those who value diversity and inclusivity in the workplace will align well with IGT's culture.

From the employer

• Provides Tier II Network Operations Center (NOC) support for internal and external customers, responding to alerts, incidents, and service requests while escalating critical issues to Engineering, Development, and Management teams as required.
• Monitors network, server, application, and infrastructure health using enterprise monitoring tools to ensure maximum system availability, performance, and reliability.
• Performs incident triage, fault isolation, root cause analysis, and troubleshooting of complex network, system, and application issues across production environments.
• Manages incidents throughout the full lifecycle, from detection and investigation through resolution, validation, and post-incident documentation.
• Ensures all incidents and service requests are handled in accordance with established operational procedures, escalation matrices, and Service Level Agreements (SLAs).
• Coordinates and tracks high-priority incidents (P1/P2), providing timely status updates to customers, vendors, and internal stakeholders while driving resolution efforts.
• Serves as the primary communication bridge between customers, vendors, development teams, and infrastructure engineers during service disruptions and outage events.
• Utilizes log analysis, monitoring dashboards, and diagnostic tools to identify trends, mitigate risks, and proactively prevent service-impacting events.
• Executes operational procedures, scripted tasks, and server-level administrative functions to maintain system performance and operational continuity.
• Monitors scheduled maintenance activities, software deployments, and infrastructure changes to minimize customer impact and ensure successful implementation.
• Maintains detailed incident records, outage reports, escalation timelines, and operational documentation within enterprise ticketing systems.
• Develops and maintains knowledge base articles, runbooks, standard operating procedures (SOPs), and troubleshooting documentation to improve operational efficiency and reduce mean time to resolution (MTTR).
• Analyzes incident metrics and customer feedback to identify recurring issues, improve monitoring effectiveness, and enhance overall service delivery.
• Participates in on-call rotations, outage management, disaster recovery activities, and continuous improvement initiatives to support 24x7 operations.
• Maintains technical proficiency through ongoing training in network technologies, operating systems, monitoring platforms, and operational best practices.

• Bachelor's Degree in Information Technology or a combination of education and equivalent work experience in a related field required.
• Ability to obtain and maintain gaming license(s), as required.
• 1-2 years of experience in a network operation center / technical support environment.
• Experience troubleshooting routers/switches.
• Experience working with ISP vendors.
• Proficient knowledge of Windows applications and operating systems.
• Basic networking and PC knowledge.
• Knowledge of server hardware, peripherals, and management systems.
• Knowledge of networking devices, including switches and routers.
• Knowledge of network, systems, and IT infrastructure management systems.
• Some experience with network monitoring tools.
• Experience with CRM platforms.

• IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve and to fostering an inclusive environment where all employees feel valued, respected, and engaged.
• IGT is an equal opportunity employer and provides equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.
• The estimated starting compensation range for this role is $59,000 – $62,400 USD, based on a good-faith assessment at the time of posting. Actual compensation may vary.
• IGT complies with all applicable pay transparency and compensation laws and collective bargaining agreements, where applicable.
• Base pay is one component of IGT’s total rewards program. Depending on the role, employees may be eligible for bonus or commission opportunities.
• IGT also offers a comprehensive benefits package, which may include a 401(k) savings plan with company contributions, medical, dental, and vision insurance, life and disability coverage, paid time off, tuition reimbursement, and other wellness programs, subject to eligibility requirements.