L1 Support

NCR Voyix Corporation; Cebu City; Presencial; PHP 360.000 - 540.000; Jornada completa

Descripción de la vacante

NCR Voyix Corporation in Cebu City is seeking a Level 1 Support Engineer to be the first point of contact for customers, handling incidents and service requests with ownership and clear communication.

You will perform basic troubleshooting across hardware, software, and cloud services, work via ITSM, and collaborate with Level 2 and 3 teams. A High School diploma and strong English are required; training is provided. You'll be part of a growing support organization.

Formación

• Strong written and verbal communication in English.
• Ability to follow defined processes with sound judgment.
• Experience in a service desk or customer support role.
• Familiarity with Windows and Linux operating systems is a plus.

Responsabilidades

• Handle Level 1 incidents via ITSM and triage.
• Perform basic troubleshooting across hardware, software, and cloud services.
• Use remote tools and KBs to resolve issues and document steps.
• Communicate clearly with customers, provide updates, and own resolution.
• Escalate when needed to Level 2/3 and ensure smooth handover.

Conocimientos

English communication

Windows OS

Linux environments

Customer focus

Process-driven

Educación

High School diploma or equivalent

Herramientas

ITSM system

Remote access tools

Descripción del empleo

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.Position: Level 1 Support EngineerOrganisation: Retail ApplicationsRole OverviewThe 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 devicesPayment, cloud, and web servicesWindows and Linux operating systemsFull training will be provided.Key ResponsibilitiesTechnical Support (Level 1)Intake of the issue into our ITSM – ensuring accurate problem definition and impact/severity alignmentPerform Level 1 troubleshooting across hardware, software, and cloud servicesDiagnose and resolve known issues across supported platforms and operating systemsUse remote access tools and knowledge base articles to investigate and resolve incidents efficientlyReview incident history to identify recurring issues and escalate appropriatelyService Ownership & CollaborationAct as the face of NCR Voyix, owning incidents and service requests from initial contact through to resolution or escalationDeliver remote technical support via phone, email, and chatEnsure customers receive services in line with contractual entitlementsTake full ownership of customer issues, providing clear communication, progress updates, and confirmation of resolutionServe as the single point of accountability, ensuring customers remain informed—particularly when issues require involvement from other teams or support tiersGauge customer satisfaction (CSAT) pulse on every interaction, ensuring that communication, ownership, and professionalism reflect our customer‑centric cultureWork closely with Level 2 and Level 3 teams to ensure smooth handover, continuity, and high quality outcomesSupport increased demand during peak periods through cross tier collaborationEscalation ManagementEscalate incidents internally or externally using defined escalation paths when resolution is not achievable at L1Retain ownership of escalated cases, communicating outcomes and next steps clearly to the customerDocumentation & Knowledge ManagementMaintain accurate, detailed, and timely incident records in the ITSM systemEnsure all troubleshooting steps, actions, and resolutions are thoroughly documentedContribute to continuous improvement by suggesting or enhancing knowledge articles based on real-world experienceContinuous Improvement & DevelopmentParticipate in coaching, feedback, and development activities to continuously improve service qualitySupport less experienced colleagues through knowledge sharing and joint problem solvingTake part in initiatives and special projects to improve tools, processes, and service deliveryWe have a strong culture of internal promotion, and involvement in these projects is an invaluable development opportunityComplete all mandatory and role specific training within required timelinesCareer ProgressionThis role operates within a structured support model:Level 1: Customer intake, known issue resolution, and service ownershipLevel 2: Deeper technical investigation and component level root cause analysisLevel 3: Advanced product expertise, complex RCA, and defect resolutionThere 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 & ExperienceRequiredHigh School diploma or equivalentStrong written and verbal communication skills in EnglishBasic technical knowledge and experience with Windows operating systemsAbility to work in a structured, process driven support environmentStrong organisational skills and attention to detailDesirableExperience with Linux environmentsExperience supporting hardware and software in a service desk or customer support roleAdditional languages (French or German an advantage)Core CompetenciesStrong customer focus with a clear sense of ownership and urgencyCollaborative, team oriented approachAbility to follow defined processes while applying sound judgementComfortable learning new technologies and rotating across product domainsProfessional, clear, and confident communicatorOffers 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.”