Tech Command Center Analyst

We are Aaron’s - an industry leader in the sales and lease-to-own retail industry known for quality brand names and superior customer service. We provide our team members the opportunity to reach their full potential in a team-oriented, high-energy, recognition-based environment with competitive pay and benefits. This is much more than a job – it is a career with purpose.

Tech Command Center Analyst

The salary range for this role is $60k to $65k annually* 

Summary: The Technology Command Center Analyst is responsible for the implementation of monitoring along with 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 TCC Analyst will work on special projects created to implement new hardware, software or miscellaneous initiatives that support store operations or Home Office.

Duties and Responsibilities:

• Develop and implement technology infrastructure solutions at stores remotely through automation and/or limited involvement from store associates.
• Partner with the Technology Product and Service teams to implement monitor alerts on select infrastructure and applications
• Source data and phone solutions for stores in order to meet business demands for success.
• Monitor all critical production processes and technologies that have high impact on business operations
• Product owner for TCC requirements, i.e. tools and methods to consume alerts from 3rd party systems
• Define and provide oversight of Change/Problem Management processes
• Schedule, drive, provide oversight and develop the process of Learning Reviews and tracking follow-up action items through until completed
• Define (in collaboration with owners) and report on service levels for all applications, services and infrastructure
• Reduce network outages and quickly detect, diagnose, and resolve network performance issues with network monitoring software
• Proactively recognize unplanned mission critical issues that impact the time and accuracy parameters of all service offerings
• Work problem tickets effectively and interact with engineers, field technicians, and telecommunications carriers or vendors to facilitate resolving service down issues.
• Troubleshoot broadband outages by utilizing infrastructure dashboard to determine a root cause.
• Interact with store associates and broadband carriers to troubleshoot and resolve network outages.
• Proactively monitor multiple broadband, network assets and applications dashboards to quickly report any business impacting outages.
• Troubleshoot network outages, run diagnostics, work with broadband carriers, change network configurations, in order to resolve infrastructure outages.
• 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
• Work effectively in a team environment to monitor, log, resolve, and escalate issues
• Act as central point of communication for all 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.

Aaron’s Total Rewards

Our team members are our greatest asset. As an expression of our appreciation, Aaron’s is proud to offer outstanding career training, competitive performance incentives, excellent advancement opportunities, and a distinctive benefits package which includes:

• Sundays off
• Employee assistance program
• Employee purchase program with exclusive discounts
• Physical and financial well-being programs
• Tuition reimbursement
• Employee Business Resource Groups
• 401(k) plan with contribution matching
• Paid time off, including vacation days, sick days, and holidays
• Life and disability insurance
• Medical, dental and vision insurance
• Paid paternal leave
• Pay on Demand

**Benefits vary based on full- and part-time employment status.

Note that the pay range provided above is the lowest to highest rate we in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. 

About Aaron’s
At Aaron’s we offer sales and lease-to-ownership of specialty items including furniture, consumer electronics, home appliances, and accessories throughout the United States and Canada. Our customers shop at Aaron’s for the same reason you should choose us for the next step in your career – our ability to positively influence people’s lives. If you are looking for a company with the passion and dedication to make a difference in the lives of customers and team members alike, join us today.

Aaron’s is committed to creating a diverse and inclusive work environment, celebrates our team members’ differences, and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, pregnancy, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, military duty, gender expression, genetic information, or any other protected class. Candidates who require accommodation during the recruitment process should contact [email protected].
Aaron’s is an Equal Opportunity Employer.

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*This is an exempt role, paid a salary wage. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the range may be modified in the future.  An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.