Technical Support Engineer

sglottery; India; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Vision insurance

Remote work options

Job summary

Scientific Games Technologies India Private Limited is seeking a Technical Support Engineer to join the customer success team. You will provide expert technical assistance for gaming and lottery solutions, ensuring prompt, accurate support and customer satisfaction.

The role involves diagnosing complex issues, documenting steps, and collaborating with development and QA teams. Remote work options and a strong foundation in Windows/Linux, TCP/IP, and SQL are essential for success.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field, or equivalent practical experience.
• 2+ years of experience in a technical support role in software, gaming, or IT industries.
• Strong understanding of Windows and Linux operating systems.
• Proficiency in troubleshooting TCP/IP networks and SQL databases.
• Familiarity with remote support tools and ticketing systems.

Responsibilities

• Provide first and second-line technical support for Scientific Games' suite of products and systems, including hardware, software, and network components.
• Diagnose, analyze, and resolve complex technical issues; escalate when necessary.
• Document all interactions and resolutions in the ticketing system.
• Collaborate with development, QA, and support teams to identify root causes and implement solutions.
• Maintain knowledge base articles and technical documentation.
• Assist in testing new product releases and updates.

Skills

Windows OS

Linux OS

SQL basics

Network troubleshooting

Communication skills

Independent and team player

Education

Bachelor's degree in CS/IT/Engineering

Tools

ServiceNow

Jira Service Desk

Job description

Documentation Jira Linux Process Improvement SQL TCP/IP

• This job description should not be interpreted as all-inclusive; it is intended to identify major responsi

Vision insurance Remote work options

Additional Information

Scientific Games:Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position SummaryJob Summary:

As a Technical Support Engineer at Scientific Games Technologies India Private Limited, you will be a vital part of our customer success team, providing expert technical assistance and troubleshooting for our cutting-edge gaming and lottery solutions. You will be responsible for ensuring our clients receive prompt, accurate, and comprehensive support, contributing directly to their operational efficiency and satisfaction.

Job Responsibilities:

• Provide first and second-line technical support to internal and external customers for Scientific Games' suite of products and systems, including hardware, software, and network components
• Diagnose, analyze, and resolve complex technical issues, escalating to higher-tier support or development teams when necessary
• Document all support interactions, resolutions, and troubleshooting steps accurately and thoroughly in the designated ticketing system
• Collaborate with development, QA, and other support teams to identify root causes of problems and implement effective solutions
• Participate in the creation and maintenance of knowledge base articles, FAQs, and technical documentation to empower customers and internal teams
• Assist in testing new product releases and updates to identify potential issues and ensure smooth deployment
• Conduct remote troubleshooting sessions and guide customers through problem-solving procedures
• Adhere to established service level agreements (SLAs) and strive to exceed customer expectations
• Proactively identify opportunities for process improvement within the support function
• Provide on-call support during off-hours as required by business needs

Job Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience
• 2+ years of experience in a technical support role, preferably within the software, gaming, or IT industry
• Strong understanding of Windows and Linux operating systems
• Proficiency in troubleshooting network connectivity issues (TCP/IP, LAN/WAN)
• Experience with SQL databases and the ability to write basic queries
• Familiarity with remote support tools and methodologies
• Excellent problem-solving, analytical, and critical thinking skills
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users
• Ability to work effectively both independently and as part of a team in a fast-paced environment
• Strong customer service orientation and a commitment to delivering high-quality support
• Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk) is a plus
• Knowledge of the gaming or lottery industry is an advantage

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