L2 Support Representative

NCR Voyix; Cebu City; On-site; PHP 502,000 - 725,000; Full time

Job summary

NCR Voyix is seeking an L2 Technical Support / Application Support Analyst to provide second-level technical and application support for critical systems. You will troubleshoot, analyze incidents, and determine root causes while collaborating with cross-functional teams to maintain high service quality.

The role requires experience in Windows environments, SQL query usage, and strong communication skills to explain complex issues to technical and non-technical stakeholders.

Qualifications

• 2 years of experience in L2 Technical Support or Application Support roles.
• Strong troubleshooting experience in a Microsoft Windows environment.
• Experience writing and executing SQL queries for investigation and support.
• Knowledge of command-line scripting and PowerShell – advantage.
• Experience in incident analysis, root cause identification, and problem resolution.

Responsibilities

• Provide second level (L2) technical support for Windows-based environments.
• Analyze, diagnose, and resolve incidents escalated from L1 within SLAs.
• Perform incident analysis and root cause investigation to prevent recurrence.
• Use SQL queries to investigate data-related issues and support troubleshooting.
• Document technical solutions and workarounds in knowledge bases and ticketing systems.
• Collaborate with development, infrastructure, and third-level support teams.

Skills

Troubleshooting

Analytical thinking

Verbal & written communication

Team collaboration

Documentation

Tools

SQL

PowerShell

Command-line scripting

Job description

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.

L2 Technical Support / Application Support Analyst

The L2 Technical Support / Application Support Analyst provides second-level technical and application support for business-critical systems and applications. This role focuses on in-depth troubleshooting, incident analysis, and root cause investigation, acting as an escalation point from L1 support while ensuring stable system performance and high service quality.

Key Responsibilities:

• Provide second level (L2) technical support for Windows-based environments, including advanced troubleshooting of operating system, application, and configuration issues.
• Analyze, diagnose, and resolve incidents escalated from L1 support within agreed Service Level Agreements (SLAs).
• Perform incident analysis and root cause investigation to identify underlying issues and prevent recurrence.
• Use SQL queries to investigate data-related issues, validate application behavior, and support troubleshooting activities.
• Support business and customer-facing applications, ensuring availability, performance, and functional correctness.
• Document technical solutions, root causes, and workarounds in knowledge bases and incident management systems.
• Collaborate with development, infrastructure, and third-level support teams on complex or recurring issues.

Required Qualifications & Skills:

• 2 years of experience in L2 Technical Support or Application Support roles.
• Strong troubleshooting experience in a Microsoft Windows environment.
• Knowledge in writing and executing SQL queries for investigation and support purposes.
• Knowledge of command-line scripting and/or PowerShell - advantage
• Experience in incident analysis, root cause identification, and problem resolution.
• Ability to clearly document technical solutions and communicate complex issues to both technical and non-technical stakeholders.
• Application support skills, including understanding of application workflows, integrations, and dependencies.
• Strong analytical and problem-solving abilities with attention to detail.
• Good English verbal and written communication skills and the ability to work collaboratively in a team environment.

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.

Statement to Third Party Agencies

To 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.