System Support Analyst I

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.

What You'll Do

• 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.

• An Associate degree in information technology or 2+ years of validated experience in comparable areas, or equivalent experience, is preferred
• Ability to obtain a gaming license in all jurisdictions where Class II products operate
• Solid understanding of computer networks, hardware, software and relevant certifications such as CompTIA A+ or Network+ are a plus
• Familiarity with Hypervisors/Virtual Machines, Replication, SQL, Postgres, Kubernetes and data backup and recovery processes
• Experience with system monitoring tools and troubleshooting techniques, along with 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.
• Travel required - 0-25%

• Assigned duties are accomplished primarily in an office/production setting. Ability to maneuver around an office/production setting, work at a desk/workstation and respond to written and oral cues.
• Must have the manual dexterity to operate a computer and other vital office/production equipment.
• May be required to bend, reach, and lift up-to 50 lbs.