Sobre esta vaga de L1 support na NCR Voyix
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
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 technical knowledge and experience with Windows operating systems
Ability to work in a structured, process driven support environment
Strong organisational skills and attention to detail
Desirable
Experience with Linux environments
Experience supporting hardware and software in a service desk or customer support role
Additional languages (French or German an advantage)
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
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.”
