24/7 Level 1 Support Engineer — Payments & Retail Tech

NCR Corporation; Cebu City; On-site; PHP 360,000 - 540,000; Full time

Job summary

NCR Voyix Corporation in Cebu City is seeking a Level 1 Support Engineer to serve as the primary service owner for customer incidents and requests. You will provide technical assistance across hardware, software, cloud services, and operating systems while maintaining strong customer focus.

You will work with multiple teams, document findings in the ITSM system, and ensure timely updates and escalation when needed.

Qualifications

• High School diploma or equivalent.
• Strong written and verbal English communication skills.
• Experience working in a structured, process-driven support environment.
• Technical knowledge of Windows operating systems.
• Strong analytical, troubleshooting, organizational, and problem-solving skills.
• Ability to manage multiple priorities while maintaining attention to detail.

Responsibilities

• Intake, manage, and own incidents and service requests from initial contact through resolution or escalation.
• Provide technical support across hardware, software, cloud services, retail devices, payment services, and operating systems.
• Diagnose, troubleshoot, and resolve customer issues using remote tools, logs, telemetry, knowledge articles, and structured investigation techniques.
• Deliver support through phone, email, chat, and approved support channels.
• Maintain accurate documentation of incidents, troubleshooting activities, actions, and resolutions on the ITSM platform.
• Collaborate with Level 3, Engineering, DevOps, Account Managers, Product, and other support teams to achieve resolution.
• Ensure customers receive proactive communication, progress updates, and resolution confirmation.
• Follow defined escalation processes and provide complete diagnostic information when escalation is required.
• Contribute to knowledge management, process improvement, and problem management activities.
• Participate in training, coaching, cross-training, special projects, and continuous improvement initiatives.
• Support colleagues through knowledge sharing, mentoring, and collaborative problem solving.
• Monitor customer satisfaction and maintain a customer-first approach in every interaction.

Skills

English skills

Windows OS

Troubleshooting

Analytical thinking

Multitasking

Documentation

Education

High School diploma or equivalent

Tools

Linux

Payment platforms

Job description

NCR Voyix Corporation in Cebu City is seeking a Level 1 Support Engineer to serve as the primary service owner for customer incidents and requests. You will provide technical assistance across hardware, software, cloud services, and operating systems while maintaining strong customer focus.

You will work with multiple teams, document findings in the ITSM system, and ensure timely updates and escalation when needed.