Associate Technical Support Engineer

Global Draw; Chennai; On-site; INR 500,000 - 900,000; Full time

Job summary

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

You will perform remote troubleshooting, document solutions, and communicate clearly with end users. Strong knowledge of ticketing tools like JIRA, ITIL practices, and scripting for automation will help

Qualifications

• 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.

Responsibilities

• 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.

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 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 escalat unresolved issues for suport 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

• 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

• 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.