Win Systems is a leading technology supplier with 25 years of experience providing management solutions, electronic roulette, and slot machines to the casino and lottery industries. With its best-in-class casino management systems, gaming machines, and an easily integrated end-to-end service, Win Systems is the go-to supplier for all gaming requirements. Win Systems has expanded to operate in over 60 countries worldwide, offering a multi-channel service across hundreds of venues of varying sizes and multiple regulatory jurisdictions. Win Systems aims to become the trendsetter for the gaming technology sector, and we are certain our solutions will shape the future of the casino environment This role is responsible for providing a service to our clients to ensure that our software, ERP WIGOS™, remains operational. This involves proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents to resolution. LOCATION: USA - Remote. The role is responsible for providing a service to clients to ensure that our systems remain operational, which requires: Handle escalated customer issues that Level 1 agents couldn't resolve. Provide in-depth troubleshooting and solutions for complex problems. Offer technical assistance for products or services, addressing more advanced user concerns. Collaborate with the technical or development teams to resolve intricate technical issues. Develop a deep understanding of the company's products or services. Stay updated on new features, updates, and changes to provide accurate information. Contribute to knowledge base articles for common issues and solutions. Share insights and information with Level 1 agents to enhance overall team knowledge. Document detailed information about customer interactions, troubleshooting steps, and resolutions for future reference. Collaborate with Level 3 support, supervisors, or other departments when issues require higher-level intervention. Educate customers on how to use products or services effectively. Guide best practices to optimize customer experience. Assist in training new agents, sharing expertise, and providing mentorship. Support ongoing professional development within the team. Generate reports on common issues, resolutions, and customer feedback for management review. Contribute to regular performance reports for the customer care department. Work closely with other teams, such as product development, sales, and marketing, to address customer concerns effectively. With low frequency, it will be required to act as a Level 1 Agent. Required knowledge: 3 years of experience in Windows Server (2008/2008 R2 / 2012/2012 R2 / 2016) Experience in IT security and Networking Experience in systems monitoring and incident management Knowledge and experience in troubleshooting Active Directory, DNS, DHCP, Firewall, etc ... Experience with SQL Server Databases. Development of scripts, preferably in PowerShell (nice to have) Knowledge of hardware for servers (Nice to have) Languages: High-level English and Spanish. Spoken and written. Why work with us? Remote work scheme. Indefinite-term contract. Comprehensive health insurance and 401K. Paid time off (PTO). Important: This position requires a high level of English and Spanish. Schedule from 2:00 pm to 10:00 pm CST and weekend shifts 2 times per month.