L2 Support

NCR Voyix; Cebu City; On-site; PHP 350,000 - 480,000; Full time

Job summary

NCR Voyix in Cebu City is seeking a Level 2 Support Engineer to provide advanced technical support for retail systems and applications. This role focuses on troubleshooting complex issues, identifying root causes, and supporting customers in a 24/7 environment.

Responsibilities include analyzing logs, collaborating with Level 3 and DevOps, and guiding Level 1 teams while contributing to documentation and process improvements.

Qualifications

• High school diploma or equivalent.
• Minimum 2 years of technical support or service desk experience.
• Strong Windows troubleshooting skills.
• Excellent English communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced, 24/7 support environment.

Responsibilities

• Investigate and resolve issues escalated from Level 1 support.
• Analyze logs, system data, and diagnostics to identify root causes.
• Work closely with Level 3, Engineering, Product, and DevOps teams.
• Manage incidents through to resolution or escalation.
• Provide updates and maintain clear communication with customers and stakeholders.
• Support Level 1 teams through coaching and knowledge sharing.
• Create and maintain technical documentation and knowledge articles.
• Identify recurring issues and contribute to process and service improvements.
• Participate in training, cross-skilling, and continuous improvement initiatives.

Skills

Windows troubleshooting

Excellent English

Analytical thinking

24/7 support mindset

Additional language skills

Education

High school diploma

Tools

Linux

Job description

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.

Level 2 Support Engineer

Role Summary

The Level 2 Support Engineer provides advanced technical support for retail systems and applications. This role focuses on troubleshooting complex issues, identifying root causes, and supporting customers in a 24/7 environment.

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.

Level 2 Support Engineer

Role Summary

The Level 2 Support Engineer provides advanced technical support for retail systems and applications. This role focuses on troubleshooting complex issues, identifying root causes, and supporting customers in a 24/7 environment.

Key Responsibilities

• Investigate and resolve issues escalated from Level 1 support.
• Analyze logs, system data, and diagnostics to identify root causes.
• Work closely with Level 3, Engineering, Product, and DevOps teams.
• Manage incidents through to resolution or escalation.
• Provide updates and maintain clear communication with customers and stakeholders.
• Support Level 1 teams through coaching and knowledge sharing.
• Create and maintain technical documentation and knowledge articles.
• Identify recurring issues and contribute to process and service improvements.
• Participate in training, cross-skilling, and continuous improvement initiatives.

Required

Skills & Experience

• High school diploma or equivalent
• Minimum 2 years of technical support or service desk experience
• Strong Windows troubleshooting skills
• Excellent English communication skills
• Strong analytical and problem-solving abilities
• Ability to work in a fast-paced, 24/7 support environment

Preferred

• Linux experience
• Previous Level 2 support experience
• Knowledge of payment systems, cloud services, retail hardware, or store applications
• Additional language skills

Career Path

• Level 1: Initial support and issue resolution
• Level 2: Advanced troubleshooting and investigation
• Level 3: Expert-level analysis and defect resolution

This role offers opportunities to grow into senior technical, operational, or business support positions.

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.