Senior Retail Operations Engineer (L2 Support)

About the role

Capgemini Engineering is looking for a Senior Retail Operations Engineer to provide advanced L2 technical support for retail technology ecosystems across multiple store locations in India. You will work with POS systems, payment devices, and e‑commerce platforms to ensure seamless store operations.

Key responsibilities

• Diagnose and resolve escalated Tier‑2 incidents related to POS systems, peripherals, and store infrastructure.
• Perform deep troubleshooting on retail POS platforms such as Dutchie or Sweede.
• Manage incident and problem tickets across multiple retail locations using ITSM tools.
• Escalate critical issues to L3 teams or third‑party vendors following defined processes.
• Support retail hardware including printers, scanners, kiosks, and endpoints.
• Conduct root‑cause analysis and recommend preventive solutions.
• Create and maintain knowledge‑base articles, SOPs, and documentation.

Required profile

• 4–9 years of experience in Retail IT Support or L2 Support environments.
• Strong experience with retail POS systems and store technologies.
• Knowledge of Windows endpoints, LAN/WAN, TCP/IP, and retail hardware.
• Familiarity with ITSM tools such as Freshservice or ServiceNow.
• Excellent analytical, problem‑solving, and communication skills.

Required skills

• POS systems (e.g., Dutchie, Sweede)
• Freshservice
• ServiceNow
• Windows endpoints
• LAN/WAN
• TCP/IP
• Retail hardware (printers, scanners, kiosks)
• E‑commerce platforms and inventory integration

What we offer

• Flexible work arrangements
• Opportunities to work on cutting‑edge retail technology projects
• Collaborative global community and career development support