- Experience
- 3+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 час назад
- Work mode
- In office
- Education
- Any graduate
- Eligibility
- Open to applicants holding any graduate degree.
- Resume
- Required to apply
Where you'll work
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Job description
Role Overview
As an L3 Support Engineer, you will provide round-the-clock technical assistance for retail store infrastructure, including POS systems, networks, applications, and peripheral devices. Your role involves managing escalated incidents from Tier 1 support, troubleshooting to resolve problems, and collaborating with Tier 3 teams on complex issues.
Key Responsibilities
- Diagnose and fix problems involving Simphony POS, POS peripherals, Windows OS, applications, and network components.
- Log and track incidents using ServiceNow, ensuring tickets are resolved within SLA parameters.
- Respond to Tier 1 escalations and partner with specialized teams covering point-of-sale systems, payment technologies, handheld devices, and software issues.
- Conduct root cause analysis to identify and mitigate recurring faults.
- Analyze logs manually and via monitoring tools like Datadog and Splunk.
- Develop automation and diagnostic scripts utilizing PowerShell.
- Maintain and update technical guides and standard operating procedures (SOPs).
Required Skills and Knowledge
- Familiarity with retail Point of Sale systems, particularly Oracle Simphony.
- Hands-on experience troubleshooting POS peripherals and retail IT environments.
- Competence in Windows operating systems and server troubleshooting.
- Understanding of networking fundamentals such as TCP/IP, DNS, DHCP, IP addressing, domain controllers, and network switches.
- Experience with hardware devices like printers, scanners, payment card readers, plus device connectivity including USB, serial, and parallel interfaces.
- Basic knowledge of hardware diagnostics including RAM and RAID storage concepts.
- Proficiency with tools such as ServiceNow, Datadog, Splunk, PowerShell, and endpoint management solutions like Kaseya.
Experience
A minimum of 3 years in technical support, infrastructure support, or retail IT support roles is required. Prior exposure to POS system support and enterprise retail operations is desirable. The candidate should demonstrate excellent troubleshooting, communication, and customer service capabilities.
Work Conditions
- Must be prepared to work in a 24/7 rotational shift setup including weekends and holidays.
- Capability to handle a large volume of support tickets and prioritize critical incidents effectively.
Minimum education
Bachelor's Degree