L3 Support Engineer

Job Description

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 collaborative 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

• 5-8 years of experience in Technical Support, Infrastructure Support, Retail IT Support, or a related field.
• Strong experience supporting POS systems, retail store operations, and enterprise environments.
• Hands-on experience with ServiceNow incident and ticket management processes.
• Good understanding of Windows operating systems and server troubleshooting.
• Knowledge of networking concepts including TCP/IP, DNS, DHCP, IP addressing, and switching.
• Experience troubleshooting POS hardware and peripherals.
• Exposure to monitoring tools such as Datadog and Splunk.
• Proficiency in PowerShell scripting.
• Familiarity with endpoint management tools such as Kaseya or similar solutions.

Preferred Skills

• Experience or understanding of Retail Point of Sale (POS) systems.
• Experience or understanding of Oracle Simphony.
• Experience troubleshooting POS peripherals and store hardware.
• Experience working within retail industry environments.

About Us

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world's most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts provide unique R&D and engineering services across industries. Join us for a career full of opportunities where you can make a difference and where no two days are the same.