Technical Support Specialist II

Posted 5 Hours Ago
Be an Early Applicant
Las Vegas, NV
76K-141K Annually
Senior level
Gaming • Internet of Things • Machine Learning • Software
We're bringing joy to life through the power of play.
The Role
The Technical Support Specialist II provides technical support for Aristocrat product lines in gaming. Responsibilities include analyzing and documenting defects, maintaining case documentation, reproducing field issues in a lab, and working with various stakeholders to enhance product support. The role emphasizes critical thinking, problem-solving, and customer service skills, while also requiring collaboration with technical teams on new products and processes.
Summary Generated by Built In

The Technical Support Specialists are responsible for providing highly technical service level support to customers on Aristocrat-supported product lines released in Class II, Class III, Historic Horse Racing, and Video Lottery Terminal markets. In this role, you will be working with cutting-edge technology & apply fresh ideas and creativity to deliver the world's greatest gaming experience, every day.
This role will require critical thinking skills, the collection and review of field data, and the ability to think outside the box to replicate performance issues within a lab environment. An individual that is invested in continuous Quality improvements, Customer Service focus, is a problem-solver and possesses strong communication skills would be an ideal candidate for the role.

What You'll Do

  • Provide support to Aristocrat Service Center for Class II, Class III, Historic Horse Racing, Video Lottery Terminal, and Casino Management System hardware/software support. Which includes after-hours support on 24/7 on-call weekly rotation within the team.

  • Responsibilities include working with customers, Aristocrat team members, and other technical stakeholders to identify, analyze, and document defects, field concerns, performance errors, and inconsistencies reported from the field. 

  • Responsible for maintaining case documentation and working directly with customers to correct problems that cause casino downtime.

  • Must be self-motivated, can work independently or within a group with minimal supervision, work through open-ended situations, and re-prioritize field requests based on severity.

  • Demonstrate the ability to collect, analyze, diagnose, and seek solutions for field performance issues presented to the team.

  • Reproduce field issues in the test/lab environment as validation checkpoints and identify root causes and workarounds for support.

  • Responsible for drafting technical support documentation & creating knowledge-sharing dashboards/reports for new products & field performance issues.

  • Work with D&D on new product introductions and design reviews to assess the serviceability for support.

  • Provide onsite support for new product launches, trade shows, and special projects.

  • Contain quality first & a critical thinking mindset with all projects and reports and make recommendations for continuous improvements.

  • Work with the software and hardware teams to improve processes, provide design enhancement recommendations for future product releases, and analyze field data for performance issues. (upgrades/changes/performance spikes).

  • Experience with remedy, Jira, Confluence, networking, and experience with SAS & g2s protocols a plus.

What We're Looking For

  • Bachelor’s degree in Computer Science, Industrial Engineering/Mechanical Engineering, Quality, or related field and/or experience.

  • A minimum of 5 years or more of related experience in the gaming industry with active knowledge of slot machines & casino management systems.

  • Functional knowledge of the gaming, development, engineering design, and technology industries

  • Demonstrable skills in the Microsoft Office Suite, PowerPoint, Excel, Word, Data Systems, MS/Power/BI

  • History of leadership accomplishments in various organizations/industries.

  • Must have strong analytical and critical thinking skills, combined with strong multitasking abilities.

  • Must have strong communication skills, be able to work independently, and be team oriented.

  • Ability to prepare, present and clearly communicate solutions to both technical and business audiences.

  • Possesses a high level of personal and professional accountability and can enlist the cooperation of peer groups involved in common business goals and objectives.

  • Hands-on technical problem solver. Should be able to demonstrate the end-to-end approach in identifying problems and the recommended path toward resolution.

  • Demonstrates excellent oral and written communication skills along with excellent customer service skills.

  • Working knowledge of lean, six sigma, and related manufacturing principles

  • This position will require registration with the Nevada Gaming Control Board (NVGB) and other gaming jurisdictions in which Aristocrat operates.

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 ExpectationsUp to 25%

Pay Range$75,922 - $140,998 per year

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.

Top Skills

Microsoft Office Suite
The Company
HQ: Las Vegas , NV
6,500 Employees
Hybrid Workplace

What We Do

Aristocrat Leisure Limited is an ASX20 listed company and one of the world’s leading providers of gaming solutions. We’re licensed in over 300 jurisdictions and operate in over 90 countries around the world. We’re also proud to have a team of over 6500 employees that deliver outstanding results by pushing the boundaries of innovation, creativity and technology each day. We offer a diverse range of products and services including electronic gaming machines, social gaming and casino management systems, but it doesn’t stop there. Despite our global presence and exponential growth, we remain an ideas company at heart that is committed to delivering outstanding results for our customers and players and an unparalleled experience for our employees, who have the opportunity to grow, be inspired and be the best they can be. Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us to live our mission of bringing joy to life through the power of play – every day. Come and join us – let’s play!

Why Work With Us

Individually we’re great, but together we’re brilliant. Our employees are the beating heart of our business and we attract the best people in the industry thanks to our unique and inspiring culture. Come and join the team and help bring joy to life through the power of play.

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