US_West | Desktop Engineer_L

L3 Tech Ops / Application Support Engineer

We are seeking an experienced L3 Tech Ops / Application Support Engineer to provide the highest level of operational support for enterprise applications, retail technology platforms, Point of Sale (POS) systems, and payment systems. This role is responsible for investigating and resolving complex technical issues escalated from lower-tier support teams, conducting root cause analysis, implementing permanent corrective actions, and improving overall platform reliability.

The engineer will serve as a technical Subject Matter Expert (SME) and work closely with application, infrastructure, network, development, and support teams to ensure the stability, availability, performance, and reliability of business-critical services.

Key Responsibilities:

• Provide L3-level operational and technical support for enterprise applications, retail technology platforms, POS systems, and payment solutions.
• Investigate and resolve complex incidents escalated from L1/L2 support teams.
• Perform detailed root cause analysis and identify permanent corrective actions.
• Troubleshoot issues related to POS infrastructure, retail store systems, and associated peripherals.
• Support and troubleshoot peripherals such as printers, barcode scanners, cash drawers, and related retail devices.
• Diagnose Windows operating system, storage, memory, hardware, and performance-related issues.
• Develop and maintain Power Shell scripts to automate support and operational activities.
• Work with application, infrastructure, network, and development teams to resolve cross-functional technical issues.
• Manage incidents, problems, and service requests using Service Now or a similar ITSM platform.
• Identify recurring issues and drive improvements to increase platform reliability and reduce operational incidents.
• Provide technical guidance and act as an SME for complex production support issues.
• Document troubleshooting procedures, root cause findings, and permanent resolutions.

Required Technical

Skills:

• Strong hands-on experience supporting Point of Sale (POS) systems.
• Experience supporting retail payment systems and payment technologies.
• Strong experience troubleshooting retail store environments and POS infrastructure.
• Experience supporting peripherals such as:
• Printers
• Barcode scanners
• Cash drawers
• Other retail/POS hardware
• Strong Power Shell scripting experience.
• Strong understanding of Windows OS internals, including:
• Storage and HDD troubleshooting
• RAID
• Memory
• System performance
• Hardware and OS-level troubleshooting
• Experience with Service Now or a similar IT Service Management (ITSM) platform.
• Strong incident management, troubleshooting, problem-solving, and root cause analysis skills.

Preferred Experience:

Candidates with strong hands-on experience supporting retail store environments and troubleshooting POS infrastructure at the L3 level will be highly preferred.

All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.