Associate Technical Support Engineer

Light & Wonder; Chennai; On-site; INR 300,000 - 600,000; Full time

Job summary

Light & Wonder in Chennai, India, is seeking a Level 1 Technical Support Engineer to provide enterprise-level assistance to users. You will monitor ticket queues, handle access/termination requests, diagnose basic issues, and escalate unresolved problems to internal development teams.

You will use email and chat for end users, perform remote troubleshooting, and rely on ITIL-aligned processes. Familiarity with JIRA, BI tools, and LDAP access control is preferred to support a range of

Qualifications

• Experience with enterprise IT support and ticketing processes.
• Familiarity with ITIL methodologies.
• Ability to diagnose and escalate technical issues.

Responsibilities

• Monitor ticket queues and manage access/termination requests.
• Route tickets to internal development teams by complexity.
• Provide remote troubleshooting and basic application support.
• Communicate clearly with end users via email and chat.

Skills

Problem solving

Documentation

Customer service

Communication

ITIL familiarity

Remote troubleshooting

Scripting (Java/Python)

Tools

JIRA

BI tools

LDAP

Job description

Corporate:Light & Wonder’s corporate team is comprised of incredible talent that works 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 SummaryJob DescriptionWe 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 escalate 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 teamsKey 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.Qualifications