Senior Tech Support Representative

What You'll Do

I. MAIN DUTIES AND RESPONSIBILITIES

Front-Line responsibility for Critical and Major incidents. Senior escalation point for time-based elevations (close to breaching SLA). Perform quality review for ongoing tickets. Act as a Subject Matter Expert for regular technical support representatives in the department. Maintain and create knowledgebase articles. Perform new feature training courses for the regular technical support representatives in the department. Perform new hire training for the newcoming technical support representatives. Monitoring the welfare of the servers and databases in production using various tools. Fix critical malfunctions and try to minimize down-time to no-time. Manage failures to be sufferable and escalate them to relevant teams. Communicate with customers over issues they raise, either by answering a phone call or replying to a helpdesk ticket. Adhere to the Service Level Agreement (SLA) for the assigned activities. If required, should be flexible to work beyond shift hours to help address high volume / transactions inflow. Maintain transparent communication with immediate supervisors, with respect to work undertaken and ensure SLAs should not get breached. Attend & Contribute to Daily Huddles, Meetings & Ad hoc Meetings when required.

II. INFORMATION LINKS AND RELATIONSHIP

Directly subordinate to the NOC Team Leader In implementing the organizational capacity to carry out our links and relationships with all actors in the company.

What We're Looking For

III. REQUIREMENTS

Systems orientation and experience – Networking, SQL Strong troubleshooting skills Experience with complex integrated systems SW Qualification / Integration / SW Development experience Work in complex activities in project and matrix environment in parallel Deep knowledge of TCP/IP, HTTP, DNS, SSL, Web Applications, Load balancers, proxies and firewalls Experience with the following an advantage – Jenkins, Git, Jira, Bamboo, JMeter. Fluency in English.

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations