Technical Support Analyst

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• Position: MARS Technical Support

Salary: £25,000

• Location: Birmingham - Hybrid

At MERKUR Slots we are passionate about our customers, we just love giving them a warm welcome. Giving customers a great experience comes with ensuring we give them the best service that keeps them coming back to us time after time.

Our colleagues are the heart of our venues that’s why we invest in training (ours is 1st class!) and support you to be the best you can be – don’t worry if you are not an expert within our industry – we will take care of that.

We have an opportunity for a technical support analyst to join our team looking after our EPOS system known as "MARS" providing support to venues and other teams. You will be a key point of contact across the business and be able to spot and report any issues with the system. This role will be suitable for someone early in their career.

Who Are Merkur?

MERKUR Slots are part of the MERKUR Group (formerly the Gauselmann Group) since its acquisition in 2012. The MERKUR Group, founded in 1957, operates internationally, with a strong presence in Germany and numerous other countries including Spain, Serbia, Czech Republic, and the Netherlands, and is regarded as the foremost provider of gaming machines in Europe. In the UK, we currently operate over 230 high street Adult Gaming Centres under our MERKUR Slots Brand.

Have we got your attention? Want to know what’s in it for you?

About You:

We are looking for

• Degree level qualification in IT
• An excellent communicator
• Flexibility to work at weekends and comfortable with early starts.
• A good problem solver skilled in troubleshooting.
• A desire to learn
• Flexible to travel to different venues – a driving license is preferable but not essential.

Benefits:

• 33 days holiday (including Bank Holidays)
• Work Laptop and Phone
• Contributory Pension Scheme
• Discounts with high street retailers and restaurants through our benefits portal
• Employee assistance programme

Duties include but not limited to:

• To manage the collection processes across all venues, ensuring accurate income data capture and investigations into machine exceptions including machine re-audits and spot checks.
• To provide ‘live’ MARS support for venues during their cash collection process.
• To ensure the prompt escalation of exceptional machine losses.
• Monitor the weekly collections from gaming machine areas across the entire estate, identifying any areas of concern.
• To conduct collection, PR1 and MARS training across the estate as necessary and to assist with the collection process in venues when required.
• To act as technical support/key point of contact for the MARS system.
• Ensure the accurate input of data for individual machines including price of play, jackpot, category, hopper type and meter type.
• To assist in the production of ‘Out of Order’ and machine fault reports on a weekly basis and to report these via the Profit Protection Manager to Merkur Engineering.
• To manage the collection equipment across all venues, inc. faulty returns/repairs and replacement parts liaising with our Internal IT Department and Merkur Engineering.
• To manage the MARS development project and ADP relationship, ensuring that the system is fully functional at all times: including updates and any other operating issues are dealt with.
• To resolve any MARS issues arising at venue level, liaising with Operations, ADP and Merkur Engineering.
• To maintain helpdesk support logs.
• To travel and work within other trading venues within the Company, within a reasonable distance as required.
• Full job description is available on request.

Want to know more? Apply today and our recruitment team will be in touch!

MERKUR Slots does not, under any circumstances, make hiring or employment decisions on the basis of any prohibited ground; including but not limited to age, disability, gender reassignment, marriage and civil partnership, pregnancy or maternity, race, religion or belief, sex, sexual orientation or any other basis protected by law or prohibited by Company policy. MERKUR Slots is committed to a safe and welcoming work environment where harassment of any kind will not be tolerated. 

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!