IT Helpdesk Representative (I)

Job description

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide. Onsite IT Support Engineer (Night Shift) Location: Cebu, Philippines Department: Global IT Services / End User Support Shift: Night Shift (aligned to US business hours) Employment Type: Full-Time Position Summary We are seeking a customer-focused and technically skilled Onsite IT Support Engineer to provide hands-on IT support to employees and business operations in Cebu. The role requires working primarily during night shift hours to support global operations and ensure seamless delivery of IT services. The engineer will be responsible for resolving hardware, software, network, collaboration, mobility, and workplace technology issues while maintaining high service quality and customer satisfaction. This position requires a strong commitment to customer service, problem-solving, and operational excellence. Key Responsibilities End User Support Provide onsite and remote support for desktops, laptops, mobile devices, printers, and peripherals. Diagnose and resolve hardware and software issues within defined SLAs. Support Windows operating systems, Microsoft 365 applications, Teams, Outlook, and common business applications. Perform new hire onboarding, equipment deployment, and workstation setup. Support employee moves, adds, and changes. Incident and Request Management Respond to incidents and service requests through ServiceNow or designated ITSM tools. Troubleshoot and resolve Tier 1 and Tier 2 support issues. Escalate complex issues to appropriate resolver groups while maintaining ownership until closure. Maintain accurate ticket documentation and updates. Asset and Inventory Management Manage IT inventory, stock levels, and asset lifecycle activities. Track hardware assignments, returns, and disposals. Conduct periodic asset audits and inventory validation. Infrastructure and Site Support Provide first-level support for conference rooms, audiovisual systems, meeting technologies, and collaboration tools. Assist with local network troubleshooting (wired, wireless, VPN connectivity). Coordinate with global infrastructure, network, and security teams. Security and Compliance Support security initiatives including MFA, hardware security keys, endpoint security, and device compliance. Follow corporate security policies and procedures. Ensure adherence to IT standards and audit requirements. Continuous Improvement Contribute to process improvement initiatives and knowledge base documentation. Identify automation opportunities and recurring issues. Participate in major technology rollouts and site projects. Required Qualifications Bachelor's degree in Information Technology, Computer Science, Engineering, or related discipline. 3-5 years of experience in IT support, desktop support, or end-user services. Experience supporting Windows 10/11 environments. Strong knowledge of Microsoft 365, Teams, Outlook, and Active Directory. Experience using ITSM platforms such as ServiceNow. Strong troubleshooting and analytical skills. Excellent verbal and written communication skills in English. Preferred Qualifications ITIL Foundation certification. Experience supporting enterprise environments with 500+ users. Knowledge of Azure AD / Entra ID, Intune, and mobile device management. Experience with hardware security key deployments and endpoint management. Familiarity with automation and scripting tools. Key Competencies Customer-centric mindset Strong technical troubleshooting Ownership and accountability Ability to work independently Time management and prioritization Team collaboration Adaptability in a fast-paced environment Working Conditions Primary work schedule is night shift , supporting US business hours. May require occasional weekend support, maintenance activities, and participation in major incident response. Ability to lift and move IT equipment as needed. Onsite presence required to support office operations and employee technology needs. Success Measures Incident SLA compliance Customer satisfaction scores First-contact resolution rate Asset management accuracy Knowledge article contributions Support quality and operational excellence Reports To: Manager, IT Service Delivery / End User Support Location Requirement: Onsite, Cebu, Philippines Shift Requirement: Mandatory night shift supporting global operations. Offers of employment are conditional upon passage of screening criteria applicable to the job EEO Statement Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment. Statement to Third Party Agencies To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes “When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”