Level 1 IT Support Engineer — 24/7 Helpdesk

NCR Voyix; Cebu City; On-site; PHP 357,000 - 580,000; Full time

Job summary

NCR Voyix is seeking a Level 1 Support Engineer to be the primary owner of customer incidents and requests, providing technical support across hardware, software, cloud, payments, and operating systems. You will document activity on the ITSM platform and collaborate with Level 3, Engineering, DevOps, and Product teams to ensure timely resolutions.

The role emphasizes proactive communication, adherence to escalation processes, and continuous improvement while working in a 24/7 shift environment.

Qualifications

• High School diploma or equivalent.
• Strong written and verbal English communication.
• Experience working in a structured, process-driven support environment.
• Technical knowledge of Windows operating systems.
• Strong analytical, troubleshooting, organizational, and problem-solving skills.
• Ability to manage multiple priorities while maintaining attention to detail.

Responsibilities

• 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.

Skills

English communication

Windows OS

Troubleshooting

Process-driven support

Multi-tasking

Education

High School diploma

Tools

Windows

Job description

NCR Voyix is seeking a Level 1 Support Engineer to be the primary owner of customer incidents and requests, providing technical support across hardware, software, cloud, payments, and operating systems. You will document activity on the ITSM platform and collaborate with Level 3, Engineering, DevOps, and Product teams to ensure timely resolutions.

The role emphasizes proactive communication, adherence to escalation processes, and continuous improvement while working in a 24/7 shift environment.