System Support Analyst I
The Aristocrat Class II Systems Support Analyst I supports the day-to-day operation of critical systems within 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.
As a frontline technical resource, the analyst handles incidents, service requests, and critical issues while coordinating with internal teams and field personnel. This position requires working in a high-availability, fast-paced environment where rapid response and effective resolution are essential to maintaining system uptime.
- 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, prioritising issues and working toward timely resolution.
- Create, update, and manage service tickets, ensuring accurate documentation, categorisation, prioritisation, 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 minimise 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.
- Analyse recurring issues and trends, contribute to process improvements, and develop documentation, procedures, and knowledge base articles to support operational efficiency.
- Associate degree in information technology or 2+ years of validated experience in comparable areas, or equivalent experience (preferred)
- Ability to obtain a gaming license in all jurisdictions where Class II products operate (required)
- Solid understanding of computer networks, hardware, software (required)
- Relevant certifications such as CompTIA A+ or Network+ (nice-to-have)
- Familiarity with Hypervisors/Virtual Machines, Replication, SQL, Postgres, Kubernetes and data backup and recovery processes (required)
- Experience with system monitoring tools and troubleshooting techniques (required)
- Excellent problem-solving and analytical skills (required)
- Strong written and verbal communication skills (required)
- Ability to read, write, speak English and communicate technical information clearly to non-technical staff (required)
- Ability to bend, reach, and lift up to 50 lbs (required)
- Health, dental, and vision insurance
- Paid time off
- 401(k) plan with employer matching
Aristocrat Leisure Limited is an Australian gaming and technology company and one of the world's largest providers of gambling products. Listed on the Australian Securities Exchange and headquartered in Sydney, it designs and manufactures electronic gaming machines and casino-management systems, and runs sizeable online real-money gaming (Aristocrat Interactive) and mobile games (Pixel United) businesses. Founded in 1953, the group employs more than 7,000 people across over 20 locations worldwide. It is the largest gaming-machine manufacturer in Australia and among the biggest slot-machine makers globally.
