About the role
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
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 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 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.
About Us
Light & Wonder, Inc. is the leading cross-platform global games company. Through our three unique, yet highly complementary businesses, we deliver unforgettable experiences by combining the exceptional talents of our 7,000+ member team, with a deep understanding of our customers and players. We create immersive content that forges lasting connections with players, wherever they choose to engage. At Light & Wonder, it’s all about the games. The Company is committed to the highest standards of integrity, from promoting player responsibility to implementing sustainable practices.