Technical Support Engineer

Role Overview

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.

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.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 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.
• Experience with ticketing systems such as ServiceNow or Jira Service Desk is a plus.

Skills

• Windows
• Linux
• SQL
• TCP/IP
• ServiceNow