Level 1 Support Engineer

About the role

The Level 1 Support Engineer is the first point of contact for NCR Voyix customers, operating in a high‑volume service desk environment. You will provide remote technical assistance for both hardware and software solutions, including retail devices, payment and cloud services, and Windows or Linux operating systems.

Key responsibilities

• Log and classify incidents in the ITSM platform, ensuring accurate problem definition and severity alignment.
• Perform Level 1 troubleshooting across hardware, software, and cloud services using remote‑access tools and knowledge‑base articles.
• Diagnose and resolve known issues on retail and SCO devices, payment platforms, and Windows/Linux systems.
• Deliver remote support via phone, email and chat, keeping customers informed throughout the incident lifecycle.
• Escalate complex cases to Level 2/Level 3 teams and coordinate hand‑overs to ensure continuity.
• Monitor customer satisfaction (CSAT) on each interaction and contribute to incident trend analysis.
• Support increased demand during peak periods through cross‑tier collaboration.

Required profile

• Strong communication skills and a customer‑centric attitude.
• Ability to work in a fast‑paced, high‑volume environment.
• Willingness to learn and adapt to multiple product areas on a rotating basis.
• Commitment to follow defined processes and documentation standards.

Required skills

• Windows operating system.
• Linux operating system.
• Remote access tools (e.g., RDP, SSH, VPN).
• ITSM incident management platforms.
• Retail and SCO device knowledge.
• Payment, cloud and web service fundamentals.

What we offer

• Full training on all supported technologies.
• Clear vertical career progression within the Cebu support organisation.
• Opportunities to move horizontally into adjacent roles.