Operator, Shift Lead - Customer Support Center

Operator, Shift Lead - Customer Support Center About NRT At NRT, we build more than solutions: we build up each other. NRT 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 guests. We’re 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 solutions. NRT 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, it’s all hands-on deck. NRT knows that to stand firm, we need to stand together.  Our 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: it’s an opportunity to grow and discover. To learn more about who we are and what we do, visit our website at www.nrttech.com.  The 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 environment. Core Competencies•    Problem-Solving•    Customer Service•    Communication•    Time Management•    Multi-tasking•    Leadership•    Delegation Responsibilities•    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 refinement Qualifications•    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 root‑cause analysis skills with the ability to identify underlying issues and implement long‑term 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 post‑incident 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 cross‑functional teams.•    Ability to remain calm under pressure and make sound decisions during high‑impact incidents.