System Support Analyst I

| Franklin, TN, USA | Hybrid
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Come join our family as a system support analyst within the Aristocrat Service Center for Class 2 gaming (ASCC2) on site at our Franklin, TN location. In this role you will provide support to our external and internal customers by proactively monitoring, analyzing, troubleshooting, evaluating, tracking to resolution, and documenting of technology issues as well as ad hoc requests for content reporting. Our team supports a variety of products including but not limited to hardware, virtual machines, network, and software related items. Ultimately taking action to minimize and mitigate disruption to play of our electronic gaming machines Minimizing and mitigating disruption is our top priority.

What You'll Do

  • Responsible for monitoring all issues related to systems, servers, circuits and networking equipment/gear.
  • Actively seek resolutions to issues reported by internal and external resources ensures service level agreements are met.
  • Curiously manage Tier one telephone calls and trouble tickets for scheduled events as well as adhoc requests from internal and external customers.
  • Responsible for frontline troubleshooting of system and network anomalies while clearly documenting events or actions taken prior to escalation (Analyze, research, troubleshoot, document to resolve/ follow through to resolution through proper escalation of software, hardware and connectivity events.
  • Actively communicate cross functionally with stakeholders engineering and field service regarding hardware and software issues explaining software errors.
  • Follow through and up with internal and external customers in a timely manner.
  • Identify opportunities to improve products and services customer service and processes by having open conversations with peers and leadership.
  • Franklin Center is staffed 24/7 and associates should expect to work different shifts, weekends and holidays.

What We're Looking For

  • High school diploma or GED
  • Minimum 2 years' experience in a helpdesk Technical Support environment with networking PC and product knowledge
  • Understanding of networking and configuration concepts including router switches and SonicWALL networking devices
  • Proficiency in Microsoft Office applications and windows operating system
  • Intermediate PC peripherals and software application troubleshooting skills
  • Experience with MPLS DSL T1 fiber and VPN
  • Basic server and SQL knowledge
  • Linux operating system
  • Certifications CompTIA A+, network +, Microsoft IT support a plus
  • Associate degree in information technology preferred
  • Strong customer service and support skills
  • Phone etiquette
  • Ability to navigate call automation software
  • Attention to detail with strong verbal and written communication skills

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We're a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V

  • World Leader in Gaming Entertainment
  • Robust benefits package
  • Global career opportunities

Our Values

  • All about the Player
  • Talent Unleashed
  • Collective Brilliance
  • Good Business Good Citizen

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

Travel Expectations

More Information on Aristocrat
Aristocrat operates in the Artificial Intelligence industry. The company is located in Las Vegas , NV, Franklin, TN and Austin, TX. It has 6500 total employees. It offers perks and benefits such as Open office floor plan, Flexible work schedule, Remote work program, Highly diverse management team, Mandated unconscious bias training and Flexible Spending Account (FSA). To see all 13 open jobs at Aristocrat, click here.
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