L3 Support Engineer

About the Role

As an L3 Support Engineer, you will provide advanced technical support for enterprise retail and POS environments. You will be responsible for troubleshooting complex incidents, supporting critical business applications, and ensuring seamless operations across Windows, networking, cloud, and infrastructure platforms. You will work closely with L1 and L2 support teams while providing escalations and resolutions for high-priority issues.

Key Responsibilities

• Provide L3 technical support for Windows-based systems and enterprise applications.
• Troubleshoot and resolve incidents related to networking, operating systems, peripherals, and retail POS devices.
• Investigate issues involving IP Addressing, DNS, DHCP, Domain Controllers, Network Switches, and connectivity.
• Support retail store technologies including POS terminals, payment card readers, handheld POS devices, scanners, printers, and other peripherals.
• Manage incident resolution for escalated tickets from Service Desk teams following established SOPs.
• Analyze logs using Splunk and troubleshoot platform and application issues.
• Perform root cause analysis and coordinate with Tier 3 teams for complex incidents.
• Monitor and support distributed systems, microservices, and cloud-based applications.
• Troubleshoot Kubernetes workloads, logs, and containerized environments.
• Support Linux and Windows server environments.
• Utilize PowerShell and Python scripts for automation, diagnostics, and operational efficiency.
• Work in a 24x7 support environment, ensuring service availability and adherence to SLAs.

Requirements & Tech Stack

• Strong Windows troubleshooting and support experience.
• Hands-on experience with Computer Networking concepts including IP Addressing, DNS, DHCP, Network Switches, and Active Directory/Domain Controllers.
• Experience supporting computer peripherals such as printers, scanners, payment card readers, USB, serial and parallel devices.
• Knowledge of computer hardware components including RAID storage, hard drives, and memory troubleshooting.
• Experience with Splunk log analysis and incident troubleshooting.
• Understanding of Linux and Windows operating systems.

Qualifications

• This section is derived from "Must Have Skills" and "Your Profile".