Support Engineer

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.