L3 Support Engineer

Capgemini; Dadri, Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Capgemini is seeking an L3 Support Engineer to deliver 24x7 technical support for retail store infrastructure, POS systems, applications, networks, and peripherals. You will manage incidents, resolve complex issues, and ensure SLA compliance.

In this role you will document incidents in ServiceNow, coordinate with POS and payment teams, perform RCA, monitor logs with Datadog and Splunk, and develop PowerShell scripts to boost efficiency.

Qualifications

• 3+ years of experience in Technical Support or related field.
• Hands-on with POS systems and retail IT environments.
• Experience with ServiceNow incident management.
• Strong Windows OS, Windows Server troubleshooting.
• Solid networking knowledge: TCP/IP, DNS, DHCP, switching.
• Familiarity with Datadog or Splunk monitoring.
• PowerShell scripting skills.
• Familiarity with endpoint management tools like Kaseya.
• Bachelor's degree in CS/IT/Engineering.

Responsibilities

• Provide 24x7x365 technical support for retail store infrastructure, POS, apps, networks, and peripherals.
• Manage incidents escalated from Tier 1 and ensure SLA compliance.
• Document incidents in ServiceNow and communicate with stakeholders.
• Coordinate with specialized teams for POS, payment systems, and store hardware.
• Perform RCA for recurring incidents and propose preventive actions.
• Monitor system logs using Datadog and Splunk and analyze issues.
• Develop automation scripts with PowerShell to improve operations.
• Troubleshoot Windows OS and Windows Server.
• Investigate network issues: TCP/IP, DNS, DHCP, domain controllers, switches.
• Create and maintain SOPs and knowledge base articles.

Skills

Troubleshooting

Incident management

Customer service

Communication

Analytical thinking

Education

Bachelor's degree in Computer Science/ IT/ Engineering

Tools

ServiceNow

Datadog

Splunk

PowerShell

Kaseya

POS peripherals

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

• 3+ 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.
• Strong troubleshooting, communication, analytical, and customer service skills.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

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.
• Knowledge of hardware diagnostics, RAM, and RAID storage concepts.
• Understanding of ITIL-based support processes.

What You'll Love About Working Here

We foster a collaborative and inclusive culture where innovation, learning, and professional growth are encouraged. You'll gain exposure to large-scale retail support environments, modern monitoring platforms, automation technologies, and global operations while building expertise in enterprise-grade support services.

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.