Job Posting Title

MSP Support Representative

Pay Range

$30,226-$56,135

Summary

Working onsite at our Las Vegas Integration Center in Las Vegas, the Service Support Representative provides continuous monitoring of all Multi-Site Progressives, (MSP) systems operations and Downloadable Gaming Services. MSP operates in a secured facility 24 hours per day, 7 days per week and must receive constant monitoring and maintenance due to the critical nature of gaming activities that they support.

This position is responsible for monitoring all MSP system operations. Answers support phone calls and resolves or escalates issues. Provides support on operational and maintenance issues pertaining to the MSP systems operations and installations. Maintains agreements and logs according to established procedures. Coordinates resources for MSP installations in North America. Also maintains all documentation concerning MSP.

What You'll Do

• Onsite at our LVIC facility in Las Vegas • The shift will be Friday - Monday 10:30 p.m. - 9:00 a.m.
• Responsible for taking calls, entering issues into the tracking system, and attempting to solve the problem on first contact.
• If a problem cannot be solved, the operator will alert the MSP Engineers and/or the Field Service contact.
• Responsible for monitoring server and application systems and responding to alerts.
• Responsible for recording jackpot meter readings and facilitating jackpot verification process as per the MSP Operations Manual.
• Able to log, track issues, and follow auditing procedures in a high work volume environment.
• Ability to effectively multi-task is important.
• Follow through on outstanding issues daily to completion.
• Provide overflow support for NSSC Support calls.
• Other duties as assigned.

All employees are responsible for their personal safety and the safety of others. Therefore, all employees must:

• Participate fully in company health and safety programs and comply with all company OSHA policies and procedures.
• Follow all lawful employer safety and health rules.
• Wear and/or use Personal Protective Equipment, when and how instructed.
• Report hazardous conditions to management.
• Report any job-related injury or illness to management and seek treatment promptly.

What We're Looking For

• A high school diploma or equivalent credentials in gaming machine/system servicing, installation, or related fields.
• A minimum of one year of direct technical support experience in a customer contact center environment
• Must have strong analytical, critical thinking skills, combined with strong multitasking abilities.
• Knowledge of Microsoft Office suit.
• Understanding of basic network understanding and troubleshooting processes
• Must be customer service oriented and have exceptional verbal communication skills.
• Demonstrated ability for simultaneous phone communication and written.
• Able to successfully operate within windows desktop environment.
• Able to work under pressure and meet deadlines.
• Must be able to read, write, speak, and understand English.
• Must have strong communication skills, be able to work within a team collaborative environment.
• Ability to manage multiple tasks and priorities including good time management skills
• Must be able to clear background for all required gaming licenses needed for the position

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.

At Aristocrat, our mission is to bring joy to life through the power of play. Headquartered in Las Vegas, we have offices throughout the US in Austin, Nashville, Seattle, Reno, Atlanta, and more!

Our values are rooted in creativity and technology and we have a rich history of innovation that has shaped our industry over many decades. From our global firsts, to our exploration of new and emerging markets, there is one thing that remains consistent…

We. Love. To. Play.

Licensed in around 300 gaming jurisdictions, operating in over 90 countries and offering a unique blend products and services, Aristocrat is proud to be a global games powerhouse.