System Support Analyst I

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.

What We're Looking For

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%

Physical Requirements

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.

This job description may have been reviewed and enhanced using AI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat.

Compensation Philosophy

We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.

Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.

Specific details about compensation and benefits for this position will be discussed during the recruitment process.