Technical Support Engineer

Light & Wonder India; Chennai; On-site; INR 400,000 - 600,000; Full time

Job summary

Light & Wonder India is seeking a Level 1 Technical Support Engineer to provide enterprise-level assistance to users, monitor ticket queues, manage access/termination requests, and diagnose basic issues. You will escalate unresolved problems to internal development teams and use remote desktop tools to deliver prompt support.

The role emphasizes clear communication, documentation, and adherence to ITIL practices, with experience in Jira, BI tools, and LDAP access concepts.

Qualifications

• Experience in monitoring ticket queues and issue diagnosis.
• Familiarity with ITIL processes and support workflows.
• Strong written and verbal communication skills.

Responsibilities

• Address tickets regarding Application access/terminations.
• Routing tickets to internal development teams based on complexity.
• Assist users in walking them through basic application functionality.
• Conduct remote troubleshooting.
• Document issues and resolutions clearly.

Skills

Problem-solving

Documentation

Customer service

Communication skills

ITIL familiarity

Tools

JIRA

BI tools

LDAP access

Remote desktop

Job description

Associate Technical Support Engineer 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 escalation 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

• 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.

Qualifications

Experience Level Mid Level