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 settings preferred.
Robust 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