L3 Support Engineer

Role Summary

Provide 24x7x365 technical support for retail store infrastructure, POS systems, applications, networks, and peripherals. Manage incidents escalated from Tier 1 support, troubleshoot issues, resolve tickets, and coordinate with Tier 3 teams for complex problems.

Key Responsibilities

- Troubleshoot and resolve Simphony POS, POS Peripherals, Windows, application, and network-related incidents.
- Manage and document incidents in ServiceNow, ensuring timely resolution and SLA compliance.
- Handle escalations from Tier 1 support and coordinate with specialized support teams (Point Of Sales, Payment Systems, Handheld devices, POS Peripherals and other Software issue ).
- Perform root cause analysis for recurring issues.
- Monitor and analyze logs using Datadog/Splunk or manual log analysis.
- Develop automation and diagnostic scripts using PowerShell
- Create and maintain technical documentation and SOPs.

Required Skills

Preferred (Nice-to-Have) Skills:

- Experience or understanding with Retail Point of Sales System
- Experience or understanding with Oracle Simphony




- Experience or understanding with POS peripherals troubleshooting
- Experience in the retail industry

Infrastructure & Networking

- Windows OS and Server troubleshooting
- TCP/IP, DNS, DHCP, IP Addressing, Domain Controllers, Network Switches

Hardware & Peripherals

- Printers, scanners, payment card readers
- USB, serial, and parallel device connectivity
- Hardware diagnostics, RAM, and RAID storage concepts

Tools & Technologies

- ServiceNow
- Datadog/Splunk
- PowerShell
- Kaseya or any endpoint management tool

Experience

- 3+ years of Technical Support, Infrastructure Support, or Retail IT Support experience.
- Experience supporting POS systems, store operations, and enterprise environments preferred.
- Strong troubleshooting, communication, and customer support skills.

Work Requirements

- Willing to work in a 24x7 rotational support workplace, including weekends and holidays.
- Ability to manage high-volume ticket queues and critical incidents effectively.

📌 Support Engineer (Noida)
🏢 Capgemini
📍 Noida