Level 1 Support Engineer

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. Position: Level 1 Support Engineer Organisation: Retail Applications Role Overview The Level 1 Support Engineer is the first point of contact and primary service owner for our customers. This role operates in a high-volume service desk environment, with success measured by quality of resolution, ownership, and customer experience. As an L1 Support Engineer, you will support multiple areas of our organisation, focusing on individual products for defined periods before rotating to others. This approach enables you to build deep technical and functional expertise in each solution while developing a well-rounded understanding of our full product portfolio. This model supports clear vertical career progression within our Cebu support organisation, with established Level 2 and Level 3 teams, as well as opportunities to move horizontally into adjacent roles. The role supports both hardware and software, including: Retail and SCO devices Payment, cloud, and web services Windows and Linux operating systems Provides support for customer environments across assigned regions in a 24/7 operational model. Full training will be provided. Key Responsibilities Technical Support (Level 1) Intake of the issue into our ITSM – ensuring accurate problem definition and impact/severity alignment Perform Level 1 troubleshooting across hardware, software, and cloud services Diagnose and resolve known issues across supported platforms and operating systems Use remote access tools and knowledge base articles to investigate and resolve incidents efficiently Review incident history to identify recurring issues and escalate appropriately Service Ownership & Collaboration Act as the face of NCR Voyix, owning incidents and service requests from initial contact through to resolution or escalation Deliver remote technical support via phone, email, and chat Ensure customers receive services in line with contractual entitlements Take full ownership of customer issues, providing clear communication, progress updates, and confirmation of resolution Serve as the single point of accountability, ensuring customers remain informed—particularly when issues require involvement from other teams or support tiers Gauge customer satisfaction (CSAT) pulse on every interaction, ensuring that communication, ownership, and professionalism reflect our customer‑centric culture Work closely with Level 2 and Level 3 teams to ensure smooth handover, continuity, and high quality outcomes Support increased demand during peak periods through cross tier collaboration Escalation Management Escalate incidents internally or externally using defined escalation paths when resolution is not achievable at L1 Retain ownership of escalated cases, communicating outcomes and next steps clearly to the customer Documentation & Knowledge Management Maintain accurate, detailed, and timely incident records in the ITSM system Ensure all troubleshooting steps, actions, and resolutions are thoroughly documented Contribute to continuous improvement by suggesting or enhancing knowledge articles based on real-world experience Continuous Improvement & Development Participate in coaching, feedback, and development activities to continuously improve service quality Support less experienced colleagues through knowledge sharing and joint problem solving Take part in initiatives and special projects to improve tools, processes, and service delivery We have a strong culture of internal promotion, and involvement in these projects is an invaluable development opportunity Complete all mandatory and role specific training within required timelines Career Progression This role operates within a structured support model: Level 1: Customer intake, known issue resolution, and service ownership Level 2: Deeper technical investigation and component level root cause analysis Level 3: Advanced product expertise, complex RCA, and defect resolution There are clear opportunities for progression as technical capability and service maturity develop. In addition, business and operational support roles exist within our Cebu centre, enabling both vertical and horizontal career movement. Skills & Experience Required High School diploma or equivalent Strong written and verbal communication skills in English Basic understanding of POS, payment, and retail systems; troubleshooting experience considered an advantage. Understanding of Windows environments, networking basics, hardware and software troubleshooting. Familiarity with basic SQL statement commands (DML queries) for data validation and troubleshooting support is an advantage. Ability to work in a structured, process driven support environment Strong organisational skills and attention to detail Comfortable working in a 24/7 operational support model and collaborating across teams and regions. Experience supporting POS systems, payment solutions, retail, hospitality, or fuel environments is considered an advantage. Experience working in customer-facing environments with SLA-driven support models is beneficial. Desirable Experience with Linux environments Experience supporting hardware and software in a service desk or customer support role English proficiency required; additional languages are considered a plus. Core Competencies Strong customer focus with a clear sense of ownership and urgency Collaborative, team oriented approach Ability to follow defined processes while applying sound judgement Comfortable learning new technologies and rotating across product domains Professional, clear, and confident communicator Communicates effectively with customers and internal teams while maintaining customer-focused approach. 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.”