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Support & Applications Monitoring Specialist

Job ID S0000HM Date posted 10/07/2019

Aaron’s has a long legacy as an industry leader, with continued growth regardless of the economy. In business since 1955, we have grown to over 1,860 stores across North America built on a foundation of excellence, customer focus, quality products and services. Personally and professionally, we hold ourselves to high standards and an unwavering commitment to do what’s right; treating every individual with respect, compassion and integrity. We are highly invested in the communities we serve through our community outreach programs, donating time, products and services locally and nationally.

As a potential Aaron’s Associate, you’ll share our purpose and passion for making a real difference in the lives of others and the rewards that come from creating strong personal connections for life. You’ll be a contributing team member in an environment that embraces challenge and has a strong drive to achieve. We like to set the bar high, roll up our sleeves and work together to out-perform the competition. You’ll have an opportunity to work in an environment which prides itself on recognizing and rewarding top performers.

Interested in becoming a Support & Applications Monitoring Specialist at Aaron’s? As a Support & Applications Monitoring Specialist in the Support Contact Center, is responsible for logging and troubleshooting all assigned server environments, creating, implementing, interpreting alerts generated by monitoring systems, coordinating communications between groups, following defined processes for problem classification, basic troubleshooting and insuring the best resources are brought to bear as quickly as possible when handing problem-inducing events. The focus will be on preventing impact proactively through monitoring. In addition to monitoring, the Support & Applications Monitoring Specialist will work on special projects created to implement new hardware, software or miscellaneous initiatives that support store operations or Home Office.

Duties & Responsibilities:

  • Partner with IT functional teams and enterprise architects to monitor alerts on select infrastructure and applications
  • Monitor all critical production processes and technologies that have high impact on business operations
  • Monitor fault, availability and performance of the devices on the network
  • Reduce network outages and quickly detect, diagnose, and resolve network performance issues with network monitoring software
  • Provide IP verification/allocation for store payment processing systems
  • Provide Modem and Firewall configurations for corporate and franchise stores
  • Partner with business and technical groups to support ongoing business requirements
  • Proactively surface unplanned mission critical issues that impact the time and accuracy parameters of all service offerings
  • Work problem tickets effectively and efficiently and interact with engineering, field technicians, and telecommunications carriers or vendors to facilitate resolving service issues in accordance with established processes and procedures
  • Document problem descriptions and detailed problem diagnosis with accuracy in compliance with established practices. Review and where necessary update the tracking of problems in our service and incident management system
  • Participate in the transfer of information from one shift to the next
  • Work effectively in a team environment to monitor, log, resolve, and escalate issues
  • Follow the established operations procedures to ensure timely resolution or escalation of issues
  • Act as central point of communication for critical issues. This includes notifying departments (on call list) via email and phone to alert them of the issue. Stand up (get all necessary depts. represented) and run/moderate the conference bridge/war room to troubleshoot the issue to resolution. In the communication role there are multiple responsibilities to perform such as…take roll of who is on and the dept. they represent, provide regular status reports, keep the individuals in the meeting focused on the issue, etc.
  • Interact with customers at the technical level, as required
  • Complete assigned projects based on the guidelines provided and within the specified timeframe. Project work will be secondary to critical issues
  • Remain proficient handling Calls & Chats. A minimum of two days per month taking Calls & Chats. Expect to handle Calls & Chats at management discretion as events and volumes dictate

Education & Experience:

  • BA/BS in a technical discipline or equivalent practical experience

Required Skills and Competencies:

  • Understanding of the Aaron’s store operations and related IT infrastructure
  • Experience with Aaron’s operations processes
  • Ability to report operational performance based on key performance metrics
  • Ability to handle multiple projects/assignments concurrently and be very results-oriented
  • Experience in supporting Microsoft environments
  • This position is 24x7 and will require shift work
  • Able to quickly adapt to challenging dynamic environments
  • Strong analytical and problem solving skills
  • Calm demeanor, good organizational skills and attention to details
  • Highly motivated and works well both independently and in a team environment
  • Time management – Demonstrates efficiency and persistence, managing own time and ensuring engagement deadlines and objectives are met
  • Communication – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive and accurately interpret ideas, information and needs through the application of appropriate communication behaviors. This includes the ability to describe or explain complex processes and issues in a concise manner
  • Persuasion and collaboration – Nurtures and builds effective partnerships with clients to achieve results; team player, comfortable working on multiple teams/projects simultaneously and independently, as needed
  • Critical thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions

Aaron’s, you will have access to a comprehensive benefits package that includes:

Paid time off including vacation days, sick days and holidays
Ongoing training and development
Medical, dental & vision insurance
401(k) plan
Life insurance
Disability benefits
Associate Purchase Discounts

Aaron’s is an Equal Opportunity Employer

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