L2 Support Engineer - 24/7 Retail Tech Troubleshooter

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

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.