Job Description
We are seeking a skilled and dedicated Consumer Retail Technology Application Support Engineer to join our dynamic team. In this role, you will be responsible for providing comprehensive technical support for our business-critical software applications, with a focus on retail and restaurant solutions. You will play a crucial role in ensuring smooth operations, resolving issues, and contributing to the continuous improvement of our application services.
Key Responsibilities
Application Services:
Provide technical support for business-critical software applications, diagnosing and resolving user issues in a timely manner.
Monitor application performance, resolve technical issues, and perform root cause analysis for recurring problems.
Serve as the primary point of contact for application-related inquiries, working with users to address their needs.
Support retail and hospitality software products, including Oracle Simphony, RES 3700, and 9700.
Troubleshoot and resolve issues related to POS and Mobile POS automation and integration.
Release Deployment:
Participate in the testing of new or updated applications, ensuring they meet functional requirements and quality standards.
Assist with the release, deployment, and rollout of new software versions or updates to users.
Ensure smooth transition and minimal disruption during application changes, including user training and documentation.
Perform enhancements as per requirements and ability to deploy.
Support staging and installation processes.
TechOps and L3 Support:
Provide L3 support for TechOps-related issues.
Troubleshoot and resolve complex technical problems related to software and hardware.
Address networking issues, including DHCP and DNS.
Support retail platforms including POS, KDS, and Back Office systems.
Assist with cloud platform-related queries and issues.
Reporting Management:
Collect and analyze data from applications to generate reports and provide insights to stakeholders.
Monitor application usage and performance metrics to identify trends and potential issues.
Provide recommendations for improving workflows or streamlining processes through better application use.
Work with project managers and customers to ensure applications meet evolving business requirements.
Update AOD and Knowledge documents as needed.
Mandatory skills and skill proficiencies
Education:
Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
Experience:
Minimum of 5 years of IT Support experience, preferably in installing, configuring, supporting, and administering food and beverage management software products like Oracle Simphony, RES 3700, 9700.
At least 3 years of relevant work experience in IT Support, Application Support, or Technical Support with direct customer contact experience.
Technical Skills:
Proficiency in Oracle Simphony, Windows 11, Marimba, PowerShell, and Python.
Experience with POS and Mobile POS automation and integration.
Working knowledge of networks, PCs, and ability to resolve installation issues.
Familiarity with operating systems (Windows Server 2007, 2010, 2011, Oracle, and VMware).
Knowledge of payment processing systems and technologies.
Experience with SCCM/Retail environments.
JavaScript experience (preferred).
Familiarity with automated support management and tracking tools.
Soft Skills:
Excellent problem-solving and troubleshooting skills.
Strong communication skills, with the ability to explain complex technical concepts to non-technical users.
Customer-oriented approach with the ability to work both independently and as part of a team.
Experience with IT service management frameworks preferred (e.g., ITIL).
Knowledge of application performance monitoring tools.
Experience with cloud platforms such as AWS, Azure, or Google Cloud
Familiarity with databases (SQL, Oracle, etc.) and querying for data analysis
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
Flexible workHealthcare including dental, vision, mental health, and well-being programsFinancial well-being programs such as 401(k) and Employee Share Ownership PlanPaid time off and paid holidaysPaid parental leaveFamily building benefits like adoption assistance, surrogacy, and cryopreservationSocial well-being benefits like subsidized back-up child/elder care and tutoringMentoring, coaching and learning programsEmployee Resource GroupsDisaster ReliefAbout Capgemini EngineeringWorld leader in engineering and RD services, Capgemini Engineering combines its broad industry knowledge and cutting-edge technologies in digital and software to support the convergence of the physical and digital worlds. Coupled with the capabilities of the rest of the Group, it helps clients to accelerate their journey towards Intelligent Industry. Capgemini Engineering has more than 55,000 engineer and scientist team members in over 30 countries across sectors including Aeronautics, Space, Defense, Naval, Automotive, Rail, Infrastructure Transportation, Energy, Utilities Chemicals, Life Sciences, Communications, Semiconductor Electronics, Industrial Consumer, Software Internet.
Capgemini Engineering is an integral part of the Capgemini Group, a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.
Get the Future You Want|www.capgemini.com
DisclaimerCapgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.
Job Description
We are seeking a skilled and dedicated Consumer Retail Technology Application Support Engineer to join our dynamic team. In this role, you will be responsible for providing comprehensive technical support for our business-critical software applications, with a focus on retail and restaurant solutions. You will play a crucial role in ensuring smooth operations, resolving issues, and contributing to the continuous improvement of our application services.
Key Responsibilities
Application Services:
Provide technical support for business-critical software applications, diagnosing and resolving user issues in a timely manner.
Monitor application performance, resolve technical issues, and perform root cause analysis for recurring problems.
Serve as the primary point of contact for application-related inquiries, working with users to address their needs.
Support retail and hospitality software products, including Oracle Simphony, RES 3700, and 9700.
Troubleshoot and resolve issues related to POS and Mobile POS automation and integration.
Release Deployment:
Participate in the testing of new or updated applications, ensuring they meet functional requirements and quality standards.
Assist with the release, deployment, and rollout of new software versions or updates to users.
Ensure smooth transition and minimal disruption during application changes, including user training and documentation.
Perform enhancements as per requirements and ability to deploy.
Support staging and installation processes.
TechOps and L3 Support:
Provide L3 support for TechOps-related issues.
Troubleshoot and resolve complex technical problems related to software and hardware.
Address networking issues, including DHCP and DNS.
Support retail platforms including POS, KDS, and Back Office systems.
Assist with cloud platform-related queries and issues.
Reporting Management:
Collect and analyze data from applications to generate reports and provide insights to stakeholders.
Monitor application usage and performance metrics to identify trends and potential issues.
Provide recommendations for improving workflows or streamlining processes through better application use.
Work with project managers and customers to ensure applications meet evolving business requirements.
Update AOD and Knowledge documents as needed.
Mandatory skills and skill proficiencies
Education:
Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
Experience:
Minimum of 5 years of IT Support experience, preferably in installing, configuring, supporting, and administering food and beverage management software products like Oracle Simphony, RES 3700, 9700.
At least 3 years of relevant work experience in IT Support, Application Support, or Technical Support with direct customer contact experience.
Technical Skills:
Proficiency in Oracle Simphony, Windows 11, Marimba, PowerShell, and Python.
Experience with POS and Mobile POS automation and integration.
Working knowledge of networks, PCs, and ability to resolve installation issues.
Familiarity with operating systems (Windows Server 2007, 2010, 2011, Oracle, and VMware).
Knowledge of payment processing systems and technologies.
Experience with SCCM/Retail environments.
JavaScript experience (preferred).
Familiarity with automated support management and tracking tools.
Soft Skills:
Excellent problem-solving and troubleshooting skills.
Strong communication skills, with the ability to explain complex technical concepts to non-technical users.
Customer-oriented approach with the ability to work both independently and as part of a team.
Experience with IT service management frameworks preferred (e.g., ITIL).
Knowledge of application performance monitoring tools.
Experience with cloud platforms such as AWS, Azure, or Google Cloud
Familiarity with databases (SQL, Oracle, etc.) and querying for data analysis
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
Flexible workHealthcare including dental, vision, mental health, and well-being programsFinancial well-being programs such as 401(k) and Employee Share Ownership PlanPaid time off and paid holidaysPaid parental leaveFamily building benefits like adoption assistance, surrogacy, and cryopreservationSocial well-being benefits like subsidized back-up child/elder care and tutoringMentoring, coaching and learning programsEmployee Resource GroupsDisaster ReliefAbout Capgemini EngineeringWorld leader in engineering and RD services, Capgemini Engineering combines its broad industry knowledge and cutting-edge technologies in digital and software to support the convergence of the physical and digital worlds. Coupled with the capabilities of the rest of the Group, it helps clients to accelerate their journey towards Intelligent Industry. Capgemini Engineering has more than 55,000 engineer and scientist team members in over 30 countries across sectors including Aeronautics, Space, Defense, Naval, Automotive, Rail, Infrastructure Transportation, Energy, Utilities Chemicals, Life Sciences, Communications, Semiconductor Electronics, Industrial Consumer, Software Internet.
Capgemini Engineering is an integral part of the Capgemini Group, a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.
Get the Future You Want|www.capgemini.com
DisclaimerCapgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.