Level 1 Helpdesk Engineer - 24/7 IT & Payment Support

ncr; Cebu City; Vor Ort; PHP 223.000 - 402.000; Vollzeit

Zusammenfassung

NCR Voyix Corporation in Cebu invites applications for a Level 1 Support Engineer. The role is the primary service owner for customer support incidents and requests, providing technical support across hardware, software, payment, cloud, and operating systems.

You will document incidents, work with Level 3 and other teams, maintain proactive communication, and participate in knowledge sharing and continuous improvement. Working hours include 24/7 shifts with core 1PM–9PM.

Qualifikationen

• Strong written and verbal English communication skills.
• Technical knowledge of Windows operating systems.
• Strong analytical, troubleshooting, organizational, and problem-solving skills.
• Ability to manage multiple priorities while maintaining attention to detail.

Aufgaben

• Intake, manage, and own incidents and service requests from initial contact through resolution or escalation.
• Provide technical support across hardware, software, cloud services, retail devices, payment services, and operating systems.
• Diagnose, troubleshoot, and resolve customer issues using remote tools, logs, telemetry, knowledge articles, and structured investigation techniques.
• Deliver support through phone, email, chat, and approved support channels.
• Maintain accurate documentation of incidents, troubleshooting activities, actions, and resolutions on the ITSM platform.
• Collaborate with Level 3, Engineering, DevOps, Account Managers, Product, and other support teams to achieve resolution.
• Ensure customers receive proactive communication, progress updates, and resolution confirmation.
• Follow defined escalation processes and provide complete diagnostic information when escalation is required.
• Contribute to knowledge management, process improvement, and problem management activities.
• Participate in training, coaching, cross-training, special projects, and continuous improvement initiatives.
• Support colleagues through knowledge sharing, mentoring, and collaborative problem solving.
• Monitor customer satisfaction and maintain a customer-first approach in every interaction.

Kenntnisse

Windows OS

Troubleshooting

English communication

Multi-tasking

Analytical thinking

Process-driven

Ausbildung

High School diploma or equivalent

Jobbeschreibung

NCR Voyix Corporation in Cebu invites applications for a Level 1 Support Engineer. The role is the primary service owner for customer support incidents and requests, providing technical support across hardware, software, payment, cloud, and operating systems.

You will document incidents, work with Level 3 and other teams, maintain proactive communication, and participate in knowledge sharing and continuous improvement. Working hours include 24/7 shifts with core 1PM–9PM.