L2 Technical Support Specialist — Advanced Incident Resolver

NCR Voyix; Cebu City; On-site; PHP 3,741,000 - 5,611,000; Full time

Job summary

NCR Voyix is seeking a Technical Support Representative Level 2 to provide advanced technical support for complex incidents escalated from Level 1. You will diagnose issues, implement workarounds, and collaborate with engineering to resolve customer-impacting problems while meeting SLA targets.

Responsibilities include in-depth troubleshooting, documenting findings, mentoring Level 1 analysts, and participating in post-incident reviews to drive process improvements.

Qualifications

• Experience diagnosing complex incidents across software, hardware, network, and cloud environments.
• Ability to read logs and telemetry to determine root causes and actionable steps.
• Strong written and verbal communication for internal and external stakeholders.

Responsibilities

• Provide advanced technical support for escalated Level 2 incidents.
• Diagnose issues, implement workarounds, and coordinate with engineering teams.
• Perform in-depth troubleshooting across diverse tech stacks and platforms.
• Document findings and resolutions in knowledge bases and ticket systems.
• Mentor Level 1 analysts and support ongoing knowledge sharing.
• Ensure incidents comply with SLAs and incident management processes.
• Participate in post-incident reviews and process improvements.

Skills

Analytical thinking

Troubleshooting

Logs interpretation

Networking concepts

Cloud technologies

Documentation

Stakeholder communication

Tools

Remote access tools

Monitoring tools

Job description

NCR Voyix is seeking a Technical Support Representative Level 2 to provide advanced technical support for complex incidents escalated from Level 1. You will diagnose issues, implement workarounds, and collaborate with engineering to resolve customer-impacting problems while meeting SLA targets.

Responsibilities include in-depth troubleshooting, documenting findings, mentoring Level 1 analysts, and participating in post-incident reviews to drive process improvements.