L1 Support Engineer

Overview

Capgemini Engineering is looking for a Senior Engineer for retail operations support. The role focuses on keeping store technology running smoothly across multiple locations, resolving escalated issues, and working with internal teams and vendors to support seamless retail execution and customer experience.

Work Location

Noida or Mumbai.

Experience

The role is intended for professionals with 4 to 9 years of experience in retail IT support or L2 support environments.

Key Responsibilities

• Investigate and fix escalated Tier 2 issues involving point-of-sale systems, connected devices, and store-side infrastructure.
• Carry out advanced troubleshooting on retail POS platforms such as Dutchie, Sweede, or comparable systems.
• Track, manage, and progress incident and problem tickets for several retail sites.
• Route high-priority issues to L3 teams or external vendors following the established process.
• Support POS applications, payment devices, and e-commerce platforms used in retail operations.
• Resolve connectivity and data-flow issues between POS, inventory, and e-commerce systems.
• Assist with retail hardware such as printers, scanners, kiosks, and end-user endpoints.
• Perform root cause analysis and suggest preventive measures to reduce repeat incidents.
• Spot recurring problems and contribute to ongoing service improvements.
• Work closely with retail operations, product, IT, and vendor stakeholders.
• Develop and update knowledge base content, SOPs, and support documentation.
• Take part in change management and deployment verification activities.
• Meet SLA, KPI, and incident-resolution timelines.
• Keep records accurate and current in ITSM platforms such as Freshservice and ServiceNow.

Candidate Profile

• Hands-on background in retail IT support or L2 support for 4 to 9 years.
• Strong exposure to retail POS ecosystems and in-store technology.
• Working knowledge of Windows endpoints, basic networking concepts such as LAN/WAN and TCP/IP, and retail hardware.
• Experience with ITSM tools including Freshservice or ServiceNow.
• Understanding of integrations involving e-commerce and inventory systems.
• Experience supporting multi-location retail setups or managed services environments.
• Good analytical thinking, issue resolution ability, and technical troubleshooting skills.
• Clear communication and effective stakeholder management skills.
• Prior experience in regulated sectors such as pharma or healthcare will be an advantage.

Why This Role Stands Out

• Flexible working arrangement with hybrid or on-site options depending on role needs.
• Opportunity to support large-scale retail systems across multiple locations.
• Inclusive, collaborative environment with a focus on innovation and professional growth.

About Capgemini Engineering

Capgemini Engineering is a global engineering services leader that combines the expertise of engineers, scientists, and architects to help innovative organizations achieve more. The company supports a wide range of industries with digital and software engineering capabilities designed to solve complex problems and create meaningful impact.