Technical Support Engineer – Level 1

About the role

We are looking for a Level 1 Technical Support Engineer to join NCR Voyix’s support team in Cebu. You will be the first point of contact for customers, handling hardware, software, cloud and operating‑system issues in a fast‑paced service desk environment.

Key responsibilities

• Log and assess customer incidents in the ITSM system.
• Perform Level 1 troubleshooting for hardware, software, Windows and Linux operating systems, and cloud services.
• Resolve known issues using remote tools and knowledge‑base articles.
• Provide support via phone, email and chat while keeping customers informed.
• Escalate recurring or complex incidents to Level 2/3 teams, maintaining case ownership.
• Document all actions, steps taken and resolutions accurately.
• Contribute to knowledge‑base improvements and participate in continuous‑improvement initiatives.

Required profile

• High school diploma or equivalent.
• Strong written and verbal English communication skills.
• Ability to work in a structured, process‑driven environment.
• Attention to detail and strong organizational abilities.

Required skills

• Basic knowledge of Windows operating systems.
• Familiarity with Linux (preferred).
• Experience using remote troubleshooting tools.
• Experience with an ITSM ticketing system.
• Understanding of cloud service concepts.