Aristocrat: Systems Support Analyst I

Company: Aristocrat
Location: Franklin
Posted on: November 19, 2021

Job Description:

Job Posting TitleSystems Support Analyst ISummaryThe Aristocrat Service Center for Class II Gaming (ASCC2); Systems Support AnalystI 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, aswell 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 involvesperforming one or more tasks/duties that could reasonably affect the safety andhealth of the employee performing the task(s) or others.What you'll doThe 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 involvesperforming one or more tasks/duties that could reasonably affect the safety and health of the employee performing the task(s) or others.Key Performance CompetenciesAdaptability / flexibleCustomer focusedExcellent Written and Verbal Communication skillsTroubleshooting skillsCritical thinking / problem solving / analyticalTeamwork orientedDetail orientedSelf-motivated with a curious and positive attitudeTime management skills, ability to prioritizeEssential Duties and ResponsibilitiesHandle ACD Calls and emails from Aristocrat associates and customers with a positive problem-solving attitude. This includes communicating via LiveChat, use of the customer relationship management tools and otherapplications internal to Aristocrat/VGT.Open, update, properly code, and close trouble cases with accuratedetailed information relating to the trouble reported. Provide Tier I troubleshooting and support of casino game server andinfrastructureInstallation 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 allremote access to VGT casino support infrastructure.Follow ASC notification and escalation procedures.Performs other duties as assigned.What we're looking forKnowledge/Skills RequiredUnderstanding 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 securityclearance).Education, Training and ExperienceAssociates degree in Computer Science or related field, or equivalentwork experience.0-2 year's desktop computer skills to include thorough working knowledgeof all Microsoft operating systems and applications/programs, PCHardware, desktop applications and peripherals such as printers and faxmachines.Call center experience desirable.Physical DemandsThe ability to sit and perform terminal/computer work for lengthy periods isexpected.The physical demands described here are representative of those that must bemet by an associate to successfully perform the essential functions of this job.Why Aristocrat?World Leader in Gaming EntertainmentRobust benefits packageGlobal career opportunitiesOur ValuesAll about the PlayerTalent UnleashedCollective BrillianceGood Business Good CitizenThe 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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