Incident Management Technician

Title: Incident Management Technician
Department: Technical Services
Status: Non-Exempt
Reports To: Technical Services Manager
Location: Drummondville

Job Summary:

The Incident Management Technician provides customer service based on established guidelines and Level One support to our customers.


  • Under supervision from the Technical Services Manager, provide Level One support to customers;
  • Under supervision from the Technical Services Manager, prepare, install and configure hardware and software components according to specifications;
  • Under supervision from the Technical Services Manager, deploy and go live with the server system;
  • Under supervision of the Technical Services Manager, conduct system monitoring to manual and real time;
  • Manage both the “Profiles” and “Paytables” of the system;
  • Under the supervision of the Technical Services Manager, ensure that proper delays for the service level agreements (SLA) are being met;
  • Monitor the Technical Support Email in-box;
  • Complete the Returned Merchandise procedures (RMA) for customers returning components;
  • Comply with industry regulatory protocols;
  • Create and update knowledge base and documentation;
  • Provide assistance to other technicians as needed.


  • University degree in Information Technology or Electronics or related discipline; in lieu, related experience;
  • Technical aptitudes and familiarity with MS server operating systems (Windows servers 2008R2, 2016, 2019), MS SQL server (2008R2, 2017, 2019), Active Directory, DNS & DHCP, Virtualization (Hyper-V), backup solutions (Backup Exec, ESET, Veeam), networking (logical and physical), server hardware (HP ProLiant family), network hardware (router, switches), data storage units (NAS);
  • Experience with Microsoft licensing (Open, Select, SPLA, etc.), SQL queries, production (live) environments, within a customer service-oriented call/service center, in the casino industry (preferred, but not required);
  • Good verbal and written communication skills;
  • Ability to communicate in French and English;
  • Good interpersonal skills;
  • Ability to work as part of a team or independently;
  • Self-motivated;
  • Ability to obtain gaming license;
  • Being at least 21 years of age and have a valid driver’s license.


  • While performing the duties of this job, the employee is regularly required to talk or hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls;
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus;
  • Ability to travel to Drummondville office and the United States.

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