Technical Support L2

Job Summary

We are looking for a proactive and detail-oriented L2 Support Engineer 5+ years of experience to manage and support New Store openings and Point of Sale (POS) systems in a retail environment. The ideal candidate will have experience in L2 application support, troubleshooting hardware/software POS issues, and coordinating with cross-functional teams during new store setup and rollout.

Key Responsibilities -

New Store Support:

• Coordinate with IT, operations, and vendors for end-to-end new store technology setup.
• Support installation and configuration of POS systems, peripherals, and back-office tools.
• Ensure readiness of store IT infrastructure (network, printers, scanners, etc.) before launch.
• Provide hypercare and post-go-live support during and after store opening.

POS L2 Support

• Act as the escalation point for POS-related incidents from L1 support.
• Diagnose and resolve issues related to POS software, hardware, payments, pricing updates, and system connectivity.
• Monitor and support POS interfaces with ERP, inventory, and payment gateways.
• Deploy patches, updates, and configuration changes as needed.
• Log and track issues using ITSM tools like ServiceNow, Remedy, or Jira.

Collaboration & Documentation

• Liaise with development, infrastructure, and third-party vendors to resolve complex issues.
• Maintain technical documentation, SOPs, and store support checklists.
• Train and support store staff and L1 teams on incident reporting and resolution protocols.

Job Requirements

Required Skills And Qualifications

• 3-5+ years of experience in IT support, preferably in a retail/POS environment.
• Solid understanding of POS systems (Oracle Retail, NCR, Verifone, Toshiba, or similar).
• Experience with store opening IT processes, including network setup and endpoint configuration.
• Familiarity with ticketing tools (4Me, ServiceNow, Jira, BMC).
• Strong troubleshooting and problem-solving skills.
• Ability to work during off-hours for store go-lives or issue resolution.
• Excellent communication and coordination skills.

Preferred Qualifications

• Exposure to retail ERP systems (SAP, Oracle RMS, Microsoft Dynamics, etc.).
• Understanding of PCI compliance and store security practices.
• Experience supporting mobile POS, self-checkout systems, or cloud-based POS.