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System Support – 1st line – Playsafe Systems Ltd

24 March 2022

At Playsafe, we are market leaders and innovators in the gaming industry and are now expanding our Support Department.

We are looking for a 1st Line Support Analyst, to join our busy Support Team. The role of 1st Line Support here at Playsafe Systems is a challenging yet satisfying role, which provides varied work on a day-to-day basis.

The role will ideally suit a person with at least a year’s experience in the Helpdesk/Support field, but we are happy to welcome graduates with IT qualifications.

You will be learning how to support our various products, from our bespoke Quantum Collection Software to our Ticketing solutions, to our Thomas Automatics Ticket Redemption Stations.

Dealing with initial incoming calls and E-Mails, you will be logging Tickets and resolving where possible, before if necessary, escalating to the 2nd Line Support Team.

The role will give plenty of opportunity, over time, to progress into a 2nd Line Support role. We will provide all the training you need, be that internal or external where required, to aid your progress.

The role will include:

  • Answering incoming calls in a polite and friendly manner from our valued customers
  • Conversing with internal colleagues, providing accurate data for new and already logged Tickets
  • Logging all Tickets into our call logging solution – AutoTask
  • Monitoring the incoming Tickets via the support Portal and those raised via e-mail and working on them to closure or assigning to the relevant team
  • Using remote access software such as Team Viewer or LogMeIn to attach to customers PCs to evaluate issues and resolve issues where possible
  • Using SQL occasionally to query Databases
  • Programming our Electronic Data Capture boards
  • Diagnosing basic Network/Wi-Fi issues
  • Using clear and concise instructions to assist remote callers
  • Installing and upgrading our software remotely
  • Reproducing issues, with recordings and as much information as possible for other internal teams

In addition to this, as part of the growth into the role, the successful candidate will also be part of an on-call rota, requiring on call coverage 7 days a week once in every 4 weeks.

The successful candidate will ideally demonstrate:

  • Ability to work under pressure on a very busy Support Desk
  • Good communication skills with colleagues and Customers
  • Be able to prioritise Tickets on their merits and relay to 2nd/3rd line colleagues
  • Deal with other Teams internally as well as Management in a polite and friendly manner
  • Have an urge to succeed and learn all about multiple products and how to Support them