IT Helpdesk Representative (I)

NCR Voyix Corporation; Cebu City; On-site; PHP 400,000 - 620,000; Full time

Job summary

NCR Voyix Corporation is seeking an Onsite IT Support Engineer for night shift in Cebu, Philippines. You will provide hands-on IT support to employees, resolving hardware, software, and network issues while aligning with US business hours.

Responsibilities include end-user support, onboarding, asset management, and incident management using ServiceNow and ITSM tools. Strong English communication and Windows 10/11 proficiency are required, with ITIL benefit. This role is full-time and on-site.

Qualifications

• 3-5 years of IT support, desktop support, or end-user services.
• Experience supporting Windows 10/11 environments.
• Strong knowledge of Microsoft 365 applications (Teams, Outlook).
• Experience with ITSM platforms such as ServiceNow.

Responsibilities

• Provide onsite and remote end-user support for desktops, laptops, and peripherals.
• Resolve hardware, software, network, and collaboration issues within SLAs.
• Assist with onboarding, equipment deployment, and workstation setup.
• Maintain ticketing documentation and perform incident management.

Skills

IT support experience

Desktop support

End-user services

Education

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Bachelor's degree in Engineering

Tools

ServiceNow

Active Directory

Microsoft 365

Azure AD

Intune

Job description

About NCR VOYIXNCR 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.Onsite IT Support Engineer (Night Shift)Location: Cebu, PhilippinesDepartment: Global IT Services / End User SupportShift: Night Shift (aligned to US business hours)Employment Type: Full-TimePosition SummaryWe are seeking a customer-focused and technically skilled Onsite IT Support Engineer to provide hands-on IT support to employees and business operations in Cebu. The role requires working primarily during night shift hours to support global operations and ensure seamless delivery of IT services.The engineer will be responsible for resolving hardware, software, network, collaboration, mobility, and workplace technology issues while maintaining high service quality and customer satisfaction. This position requires a strong commitment to customer service, problem-solving, and operational excellence.Key ResponsibilitiesEnd User SupportProvide onsite and remote support for desktops, laptops, mobile devices, printers, and peripherals.Diagnose and resolve hardware and software issues within defined SLAs.Support Windows operating systems, Microsoft 365 applications, Teams, Outlook, and common business applications.Perform new hire onboarding, equipment deployment, and workstation setup.Support employee moves, adds, and changes.Incident and Request ManagementRespond to incidents and service requests through ServiceNow or designated ITSM tools.Troubleshoot and resolve Tier 1 and Tier 2 support issues.Escalate complex issues to appropriate resolver groups while maintaining ownership until closure.Maintain accurate ticket documentation and updates.Asset and Inventory ManagementManage IT inventory, stock levels, and asset lifecycle activities.Track hardware assignments, returns, and disposals.Conduct periodic asset audits and inventory validation.Infrastructure and Site SupportProvide first-level support for conference rooms, audiovisual systems, meeting technologies, and collaboration tools.Assist with local network troubleshooting (wired, wireless, VPN connectivity).Coordinate with global infrastructure, network, and security teams.Security and ComplianceSupport security initiatives including MFA, hardware security keys, endpoint security, and device compliance.Follow corporate security policies and procedures.Ensure adherence to IT standards and audit requirements.Continuous ImprovementContribute to process improvement initiatives and knowledge base documentation.Identify automation opportunities and recurring issues.Participate in major technology rollouts and site projects.Required QualificationsBachelor's degree in Information Technology, Computer Science, Engineering, or related discipline.3-5 years of experience in IT support, desktop support, or end-user services.Experience supporting Windows 10/11 environments.Strong knowledge of Microsoft 365, Teams, Outlook, and Active Directory.Experience using ITSM platforms such as ServiceNow.Strong troubleshooting and analytical skills.Excellent verbal and written communication skills in English.Preferred QualificationsITIL Foundation certification.Experience supporting enterprise environments with 500+ users.Knowledge of Azure AD / Entra ID, Intune, and mobile device management.Experience with hardware security key deployments and endpoint management.Familiarity with automation and scripting tools.Key CompetenciesCustomer-centric mindsetStrong technical troubleshootingOwnership and accountabilityAbility to work independentlyTime management and prioritizationTeam collaborationAdaptability in a fast-paced environmentWorking ConditionsPrimary work schedule is night shift, supporting US business hours.May require occasional weekend support, maintenance activities, and participation in major incident response.Ability to lift and move IT equipment as needed.Onsite presence required to support office operations and employee technology needs.Success MeasuresIncident SLA complianceCustomer satisfaction scoresFirst-contact resolution rateAsset management accuracyKnowledge article contributionsSupport quality and operational excellenceReports To: Manager, IT Service Delivery / End User SupportLocation Requirement: Onsite, Cebu, PhilippinesShift Requirement: Mandatory night shift supporting global operations.Offers of employment are conditional upon passage of screening criteria applicable to the jobEEO StatementIntegrated 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 AgenciesTo 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.”