System Support Analyst I
About The Position
At Aristocrat, we are committed to bringing happiness to life by harnessing the joy of play. The Aristocrat Class II (ASCC2) Systems Support Analyst I (SSA I) supports the day-to-day operation of critical systems across the Aristocrat Class II environment. This role is responsible for creating service tickets, monitoring, troubleshooting, and maintaining enterprise systems to ensure 24/7/365 operational stability and availability. The SSA I is a frontline technical resource, handling incidents, service requests, and critical issues while coordinating with internal teams and field personnel. This position demands working in a high-availability, fast-paced environment, where rapid response and effective resolution are essential to maintaining system uptime.
Requirements
- Ability to obtain a gaming license in all jurisdictions where Class II products operate
- Solid understanding of computer networks, hardware, software
- Familiarity with Hypervisors/Virtual Machines, Replication, SQL, Postgres, Kubernetes and data backup and recovery processes
- Experience with system monitoring tools and troubleshooting techniques
- Excellent problem-solving and analytical skills capable of identifying and solving problems effectively in a fast-paced environment
- Strong written and verbal communication skills, with capacity to operate independently and collaborate multi-functionally among colleagues
- Ability to read, write, speak English and able communicate technical information clearly to non-technical staff.
- Bold demeanor with a determination to continuously improve and ability to collaborate effectively within a team.
Nice To Haves
- An Associate degree in information technology or 2+ years of validated experience in comparable areas, or equivalent experience, is preferred
- Relevant certifications such as CompTIA A+ or Network+ are a plus
Responsibilities
- Monitor and support enterprise systems, networks, and applications in a highly regulated environment to maintain system availability and performance.
- Respond to incidents received through phone, email, monitoring tools, and ticketing systems, prioritizing issues and working toward timely resolution.
- Create, update, and manage service tickets, ensuring accurate documentation, categorization, prioritization, and closure.
- Remotely troubleshoot and resolve issues involving servers and network infrastructure.
- Coordinate incident response activities, including communications, escalation, tracking, and resolution of critical issues.
- Monitor system alerts, identify potential issues, and follow established incident management procedures to minimize service disruptions.
- Partner with engineering, field technicians, and other teams to resolve operational and technical issues and support ongoing system reliability.
- Support scheduled jobs, installations, system configurations, upgrades, and implementation activities, including required documentation and service requests.
- Maintain clear and timely communication through status updates, incident reporting, and collaboration tools during service events and outages.
- Adhere to remote access, security, and regulatory compliance requirements, including Tribal Gaming regulations.
- Analyze recurring issues and trends, contribute to process improvements, and develop documentation, procedures, and knowledge base articles to support operational efficiency.
Benefits
- health, dental, and vision insurance
- paid time off
- a 401(k) plan with employer matching
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
