Support Engineer

Capgemini; Dadri, Mumbai; On-site; INR 500,000 - 900,000; Full time

Job summary

Capgemini is seeking an L3 Support Engineer to provide 24x7x365 technical support for retail store infrastructure, POS systems, applications, networks and peripherals. You will manage incidents, troubleshoot issues, and coordinate with Tier 3 teams for complex problems in a fast-paced environment.

The role requires strong troubleshooting, excellent communication, and hands-on experience with Simphony POS, Windows, and enterprise networking.

Qualifications

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

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.
• 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.

Skills

Troubleshooting

POS systems

Customer communication

Retail IT knowledge

Store operations

Tools

ServiceNow

Datadog

Splunk

PowerShell

Kaseya

Job description

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 environment, including weekends and holidays.
• Ability to manage high-volume ticket queues and critical incidents effectively.