L3 Support Engineer

Location :- Noida/Mumbai
Experience :- 3+ Years

*Choosing Capgemini means choosing a place where you'll be empowered to shape your career, supported by a team-oriented global community, and inspired to reimagine what's possible. Join us in helping global retail organizations deliver seamless store operations through reliable technology support and operational excellence.*

Your Role

As an L3 Support Engineer, you will provide 24x7x365 technical support for retail store infrastructure, POS systems, applications, networks, and peripherals. You will manage incidents escalated from Tier 1 support, resolve complex technical issues, ensure SLA compliance, and collaborate with specialized support teams to maintain uninterrupted retail operations.

In this role, you will:
- Troubleshoot and resolve incidents related to Oracle Simphony POS, Windows systems, applications, networks, and POS peripherals.
- Manage and document incidents in ServiceNow, ensuring timely resolution and adherence to service levels.




- Handle escalations from Tier 1 support and coordinate with specialized teams supporting POS, payment systems, handheld devices, and software applications.
- Perform root cause analysis (RCA) for recurring incidents and recommend preventive actions.
- Monitor and analyze system and application logs using Datadog, Splunk, and manual analysis techniques.
- Develop automation and diagnostic scripts using PowerShell to improve operational efficiency.
- Support and troubleshoot Windows OS and Windows Server environments.
- Investigate network issues involving TCP/IP, DNS, DHCP, IP addressing, domain controllers, and network switches.
- Diagnose and resolve hardware and peripheral issues including printers, scanners, and payment card readers.
- Create and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).

Your Profile
- 3+ years of experience in Technical Support, Infrastructure Support, Retail IT Support

📌 Support Engineer (Mumbai)
🏢 Capgemini
📍 Mumbai