First-Line IT Support Specialist

NCR Voyix; Cebu City; Hybrid; PHP 360,000 - 720,000; Full time

Job summary

NCR Voyix is seeking a first-line IT support specialist to help internal and external customers resolve incidents and service requests at first contact where possible. You will log and triage issues, document steps, and escalate complex cases while maintaining strong communication with users.

The role requires a solid IT/system troubleshooting foundation, English proficiency (B2/C1), and flexibility to work evenings or weekends in a fast-paced environment.

Qualifications

• Experience in a customer service or IT support environment.
• Strong communication and interpersonal skills.
• Ability to follow procedures and work within a structured framework.
• Good attention to detail and accurate record-keeping.
• Ability to work in a fast-paced, service-oriented environment.
• Advanced level of spoken and written English (B2 or C1).
• Ability to work a flexible schedule (evenings/weekends).

Responsibilities

• Act as the first point of contact for IT incidents and service requests via phone, chat, portal, or email.
• Log, categorise, prioritise, and accurately document all issues in the ITSM tool.
• Resolve standard issues and requests at first contact using documented knowledge articles and procedures.
• Escalate complex or unresolved incidents to appropriate Level 2/3 support teams.
• Provide clear and professional communication to customers throughout the ticket lifecycle.
• Maintain ownership of incidents and requests until resolution or handover.
• Follow defined processes, including incident, request, and knowledge management practices.
• Contribute to knowledge base articles and update existing documentation where required.
• Meet or exceed performance targets (e.g. SLA adherence, first-contact resolution).
• Support continuous improvement by identifying recurring issues and trends.

Skills

Customer service

IT support

Communication

Attention to detail

English (B2/C1)

Flexible schedule

Tools

ServiceNow

ITIL

Job description

NCR Voyix is seeking a first-line IT support specialist to help internal and external customers resolve incidents and service requests at first contact where possible. You will log and triage issues, document steps, and escalate complex cases while maintaining strong communication with users.

The role requires a solid IT/system troubleshooting foundation, English proficiency (B2/C1), and flexibility to work evenings or weekends in a fast-paced environment.