Systems Support Analyst I

Aristocrat
Franklin Tennessee 37067 United States of America
1 month ago
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Job Posting Title

Systems Support Analyst I

Summary

The Aristocrat Service Center for Class II Gaming (ASCC2); Systems Support Analyst I will be primarily responsible for fielding internal/external customer calls, emails, and accurately tracking and entering customer support documentation within the helpdesk/ticketing/maintenance database(s).

The Systems Support Analyst I will also perform systems administration, database administration, and network operations for our casino customers. This includes 24/7 Tier I monitoring and support of all routing and switching equipment, production and backup database servers, as
well as the infrastructure that allows access to these devices.

The ASCC2 is staffed 24/7 and associates should expect to work different shifts, weekends and holidays. The current opening is within the overnight shift.

This has been designated as a safety-sensitive job because it involves
performing one or more tasks/duties that could reasonably affect the safety and
health of the employee performing the task(s) or others.

What you'll do

The Aristocrat Service Center Systems Support Analyst will be primarily responsible for fielding internal/external customer calls, emails, and accurately tracking and entering customer support documentation within the helpdesk/maintenance database.

The Systems Support Analyst will also perform systems administration, database administration, and network operations for our casino customers.
This includes 24/7 Tier I support of all routing and switching equipment, production and backup database servers, as well as the infrastructure that allows access to these devices.

The ASCC2 is staffed 24/7 and associates should expect to work different shifts, weekends and holidays. The current opening will primarily cover Evening/Swing Shift hours, on a Saturday - Wednesday schedule.

This has been designated as a safety-sensitive job because it involves
performing one or more tasks/duties that could reasonably affect the safety and health of the employee performing the task(s) or others.

Key Performance Competencies
• Adaptability / flexible
• Customer focused
• Excellent Written and Verbal Communication skills
• Troubleshooting skills
• Critical thinking / problem solving / analytical
• Teamwork oriented
• Detail oriented
• Self-motivated with a curious and positive attitude
• Time management skills, ability to prioritize

Essential Duties and Responsibilities
• Handle ACD Calls and emails from Aristocrat associates and customers with a positive problem-solving attitude. This includes communicating via Live
Chat, use of the customer relationship management tools and other
applications internal to Aristocrat/VGT.
• Open, update, properly code, and close trouble cases with accurate
detailed information relating to the trouble reported.• Provide Tier I troubleshooting and support of casino game server and
infrastructure
• Installation and modification of production database software.
• Installation and maintenance of Microsoft Active Directory.
• Monitoring SQL database health and database reporting.
• Ensure enforcement of Regulatory Compliance requirements for all
remote access to VGT casino support infrastructure.
• Follow ASC notification and escalation procedures.
• Performs other duties as assigned.

What we're looking for

Knowledge/Skills Required
• Understanding of wireless technology.
• Familiar with Virtual Private Networking (VPN).
• COMPTIA A+, Network+, and/or Server+ certifications are a plus.
• Experience working with Windows server a plus.
• Proficient in Microsoft Office (Outlook, Word, Excel, Power Point).
• Experience with Active Directory a plus.
• Strong communication skills, both orally and written.
• Strong interpersonal skills.
• Strong planning and organizational skills.
• Strong attention to detail, ability to capture patterns and analyze content.
• Ability to provide and document critical information in a clear, concise and quick manner and the ability to work with customers on problem calls.
• Ability to multi-task, prioritize and resolve urgent issues.
• Ability to thrive in a team environment.
• Must enjoy working in a high pressure and fast paced environment.
• Must be able to obtain a gaming license (similar requirements to a security
clearance).
Education, Training and Experience
• Associates degree in Computer Science or related field, or equivalent
work experience.
• 0-2 year’s desktop computer skills to include thorough working knowledge
of all Microsoft operating systems and applications/programs, PC
Hardware, desktop applications and peripherals such as printers and fax
machines.
• Call center experience desirable.

Physical Demands
The ability to sit and perform terminal/computer work for lengthy periods is
expected.

The physical demands described here are representative of those that must be
met by an associate to successfully perform the essential functions of this job.

Why Aristocrat?

Our Values

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

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