Level 1 Helpdesk Engineer - 24/7 Support

NCR Corporation; Cebu City; On-site; PHP 335,000 - 469,000; Full time

Job summary

NCR Voyix Corporation in Cebu City is seeking a Level 1 Support Engineer to manage and resolve customer incidents across hardware, software, and cloud services. You will work in a structured, process-driven support environment, providing timely, clear updates and escalating when needed.

Responsibilities include diagnosing issues, maintaining ITSM records, and collaborating with cross-functional teams to ensure high customer satisfaction while supporting 24/7 operations.

Qualifications

• High School diploma or equivalent is required.
• Strong written and verbal English communication is essential.
• Experience in a structured, process-driven support environment is preferred.
• Technical knowledge of Windows operating systems is required.

Responsibilities

• Intake, manage, and own incidents and service requests from initial contact through resolution or escalation.
• Provide technical support across hardware, software, cloud services, and operating systems.
• Diagnose, troubleshoot, and resolve issues using logs, telemetry, and knowledge articles.
• Deliver support via phone, email, chat, and approved channels with clear updates.
• Maintain accurate documentation of incidents and resolutions on the ITSM platform.
• Collaborate with Level 3, Engineering, and other teams to achieve timely resolution.
• Follow escalation processes and provide complete diagnostic information when escalation is required.

Skills

English communication

Structured support

Windows operating systems

Analytical thinking

Education

High School diploma or equivalent

Tools

Linux (Desirable)

Job description

NCR Voyix Corporation in Cebu City is seeking a Level 1 Support Engineer to manage and resolve customer incidents across hardware, software, and cloud services. You will work in a structured, process-driven support environment, providing timely, clear updates and escalating when needed.

Responsibilities include diagnosing issues, maintaining ITSM records, and collaborating with cross-functional teams to ensure high customer satisfaction while supporting 24/7 operations.