Associate Technical Support Engineer

Light & Wonder - iGaming; Bengaluru; On-site; INR 500,000 - 900,000; Full time

Job summary

Light & Wonder - iGaming in Bengaluru is seeking a Level 1 Technical Support Engineer to provide enterprise-level assistance, monitor ticket queues, manage access/terminations, diagnose issues, and escalate to internal development teams as needed.

You will handle remote troubleshooting, work with JIRA, LDAP access methods, and ITIL-inspired processes, while delivering clear communication and customer-focused support.

Qualifications

• Excellent problem-solving and documentation skills.
• Experience with ticketing tools (JIRA preferred), BI tools and LDAP access methodologies.
• Proven customer service skills.
• Familiarity with Information Technology Infrastructure Library (ITIL) methodologies.
• Good communication skills (verbal and written).
• Ability to use Java, Python, or scripting to build automations.

Responsibilities

• Address tickets regarding Application access/terminations.
• Route tickets to internal development teams by complexity.
• Assist users in basic application functionality.
• Ask targeted questions to diagnose problems.
• Conduct remote troubleshooting.
• Monitor ticket queues and escalate unresolved issues.

Skills

Problem solving

Documentation

Customer service

Communication

Java

Python

Scripting

ITIL

JIRA

LDAP access

Tools

JIRA

LDAP

BI tools

Job description

Job Description:

Corporate: Light & Wonder’s corporate team iscomprisedof incredibletalent thatworks across the enterprise, defying boundaries to provide essential services in an extraordinary manner to ensure the success of the organization and the well-being of employees.

Position Summary

Job Description

We are looking for a Level 1 Technical Support Engineer to provide enterprise-level assistance to our users. You will be responsible to monitor the ticket queues, take care of access/termination requests for the different applications, diagnose, and troubleshoot basic problems and elevate unresolved issues for support to appropriate internal development teams.

Technical Support Engineer responsibilities include service ticket registration, monitoring and analysing the health status of relevant applications, resolving basic technical issues, and using remote desktop connections to provide immediate support. You will use email and chat applications to give end users quick answers to simple application issues. For more complex problems you would route the end users to the relevant internal development teams.

Key Responsibilities:

This includes but are not limited to:

• Address tickets regarding Application access/terminations.
• Routing tickets to the internal development teams based on its complexity.
• Assist users in walking them through basic application functionality.
• Ask targeted questions to diagnose problems.
• Conduct remote troubleshooting.

Requirements:

This includes but are not limited to:

• Excellent problem-solving skills and documentation skills.
• Knowledge on ticketing tools (JIRA preferred), BI tools and LDAP User/Group based access methodologies.
• Proven customer service skills.
• Familiarity with Information Technology Infrastructure Library (ITIL) methodologies.
• Good communication skills (verbal and written)
• AI to streamline day-to-day operations by using Java, Python, or scripting skills to build automations, fix bugs.