Technical Support Engineer (Level 1) – Cebu

About the role

The Level 1 Technical Support Engineer is the first point of contact for NCR Voyix customers. Working in a high‑volume service desk, you will resolve hardware, software and cloud‑based issues while delivering a professional customer experience.

Key responsibilities

• Log and classify incidents in the ITSM system, ensuring accurate problem definition and severity.
• Perform Level 1 troubleshooting across retail devices, payment systems, Windows and Linux platforms, and cloud services.
• Use remote‑access tools and knowledge‑base articles to diagnose and resolve incidents efficiently.
• Provide remote support via phone, email and chat, keeping customers informed throughout the lifecycle.
• Escalate unresolved cases to Level 2/3 teams following defined procedures while retaining ownership.
• Document resolutions and contribute to knowledge‑base articles.

Required profile

• Strong customer‑service orientation with clear communication skills.
• Ability to work in a fast‑paced, team‑focused environment.
• Willingness to learn and adapt to multiple product areas.

Required skills

• Windows operating system troubleshooting
• Linux operating system troubleshooting
• Remote‑access tools usage
• ITSM platform experience
• Basic understanding of cloud services and payment/retail devices