Job Description:
Role Overview:
We are seeking a skilled and customer-focused Technical Service Engineer to support and maintain a wide range of gaming and amusement equipment, including Category A, B, C and D gaming machines, fruit machines, redemption games, arcade machines, interactive attractions, touchscreens, and cashless payment systems.
The role is responsible for diagnosing and resolving hardware, software, network, and system issues across gaming and entertainment venues, ensuring maximum machine uptime and an exceptional customer experience. Working closely with operational teams, suppliers, and manufacturers, the Technical Service Engineer will provide both proactive maintenance and reactive support, including participation in an on-call support rota.
Key Responsibilities:
- Install, configure, maintain, and support a wide range of gaming equipment, including Category A, B, C and D gaming machines, fruit machines, arcade equipment, and family entertainment systems.
- Diagnose and repair faults relating to machine hardware, software, touchscreens, displays, printers, note validators, coin mechanisms, ticket dispensers, payment systems, and networking equipment.
- Troubleshoot machine performance issues, game errors, communication failures, and customer-facing display faults.
- Support and maintain gaming management systems, cashless payment technologies, jackpot systems, and machine monitoring platforms.
- Perform preventative maintenance and routine inspections to minimise downtime and maximise machine availability.
- Investigate recurring technical issues and conduct root cause analysis to identify long-term solutions.
- Support machine software updates, firmware upgrades, game content deployments, and configuration changes.
- Monitor system health and respond to alerts affecting gaming machines and venue operations.
- Participate in an on-call support rota, responding to critical incidents and equipment failures outside normal business hours.
- Liaise with manufacturers, suppliers, regulatory bodies, and third-party support providers to resolve complex technical faults.
- Maintain accurate maintenance records, service reports, and technical documentation.
- Ensure all gaming equipment complies with company standards, manufacturer requirements, and applicable gaming regulations.
- Support new venue openings, machine installations, refresh programmes, relocations, and technology upgrades.
Required Skills & Experience:
- Previous experience as a Technical Service Engineer, Field Service Engineer, Gaming Technician, or similar engineering/support role.
- Experience supporting Category A, B, C or D gaming machines, AWPs (Amusement With Prizes), SWPs (Skill With Prizes), fruit machines, or amusement equipment.
- Strong fault-finding and troubleshooting skills across hardware, software, electronic, and network-connected devices.
- Good understanding of electro-mechanical systems and electronic components.
- Experience diagnosing faults with note validators, hoppers, coin handling systems, payment terminals, and ticket redemption equipment.
- Ability to read technical drawings, wiring diagrams, schematics, and service manuals.
- Understanding of Windows-based systems, networking fundamentals, remote diagnostics, and system monitoring tools.
- Experience working within incident management and technical support environments.
- Strong organisational, communication, and customer service skills.
- Full UK driving licence and willingness to travel between sites as required.
Desirable Skills:
- Experience within the gaming, amusement, casino, bingo, leisure, hospitality, or family entertainment sectors.
- Knowledge of UK gaming machine categories and relevant gaming regulations.
- Familiarity with cashless gaming systems, loyalty platforms, and venue management solutions.
- Experience supporting family entertainment centres, arcades, holiday parks, bowling centres, bingo clubs, or adult gaming centres.
- Knowledge of LAN/WAN networking, device integrations, and remote monitoring technologies.
- Experience using field service management and maintenance management systems.
Key Competencies:
- Technical fault diagnosis
- Gaming machine repair and maintenance
- Hardware and software troubleshooting
- Incident and problem management
- Root cause analysis
- Preventative maintenance
- On-call support and service recovery
- Stakeholder and supplier management
- Customer-focused service delivery
- Regulatory and compliance awareness
Ideal Candidate:
- An enthusiastic and technically minded engineer with a passion for gaming and entertainment technology.
- You will enjoy troubleshooting complex technical issues across Category A, B, C and D gaming machines, fruit machines, arcade equipment, and family gaming attractions, ensuring equipment remains safe, compliant, and fully operational.
- The ideal candidate will thrive in a hands-on environment, possess excellent problem-solving skills, and take pride in delivering high levels of machine uptime and customer satisfaction across a fast-paced gaming and amusement operation.