Level 1 Support Engineer

NCR Corporation; Cebu City; On-site; PHP 240,000 - 420,000; Full time

Job summary

NCR Voyix Corporation in Cebu City seeks a Level 1 Support Engineer to be the first contact for customers, handling hardware, software, and cloud service issues in a high-volume service desk. You will own incidents end-to-end, collaborate across teams, and contribute to CSAT goals.

The role emphasizes timely diagnosis, escalation when needed, and thorough documentation. Training will be provided; a 24/7 support model is expected.

Qualifications

• English proficiency required; strong written and verbal communication.
• Basic understanding of POS, payment, and retail systems; troubleshooting experience is a plus.
• Understanding of Windows environments, networking basics, hardware and software troubleshooting.
• Familiarity with SQL statements (DML) for data validation and troubleshooting is advantageous.

Responsibilities

• Intake issues into ITSM with accurate problem definition and impact/severity.
• Perform Level 1 troubleshooting across hardware, software, and cloud services.
• Diagnose and resolve known issues across supported platforms and operating systems.
• Provide remote support via phone, email, and chat; update customers on progress and resolution.

Skills

English (written and verbal)

POS systems

Windows basics

Networking basics

SQL basics

ITSM familiarity

24/7 shift readiness

Education

High School diploma or equivalent

Tools

ITSM system

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.

Position: Level 1 Support Engineer

Organisation: Retail Applications

Role Overview

The Level 1 Support Engineer is the first point of contact and primary service owner for our customers. This role operates in a high-volume service desk environment, with success measured by quality of resolution, ownership, and customer experience. As an L1 Support Engineer, you will support multiple areas of our organisation, focusing on individual products for defined periods before rotating to others. This approach enables you to build deep technical and functional expertise in each solution while developing a well-rounded understanding of our full product portfolio. This model supports clear vertical career progression within our Cebu support organisation, with established Level 2 and Level 3 teams, as well as opportunities to move horizontally into adjacent roles. The role supports both hardware and software, including: Retail and SCO devices Payment, cloud, and web services Windows and Linux operating systems Provides support for customer environments across assigned regions in a 24/7 operational model. Full training will be provided.

Key Responsibilities

Technical Support (Level 1)

Intake of the issue into our ITSM – ensuring accurate problem definition and impact/severity alignment
Perform Level 1 troubleshooting across hardware, software, and cloud services
Diagnose and resolve known issues across supported platforms and operating systems
Use remote access tools and knowledge base articles to investigate and resolve incidents efficiently
Review incident history to identify recurring issues and elevate appropriately

Service Ownership & Collaboration

Act as the face of NCR Voyix, owning incidents and service requests from initial contact through to resolution or escalation
Deliver remote technical support via phone, email, and chat
Ensure customers receive services in line with contractual entitlements
Take full ownership of customer issues, providing clear communication, progress updates, and confirmation of resolution
Serve as the single point of accountability, ensuring customers remain informed—particularly when issues require involvement from other teams or support tiers
Gauge customer satisfaction (CSAT) pulse on every interaction, ensuring that communication, ownership, and professionalism reflect our customer‑centric culture
Work closely with Level 2 and Level 3 teams to ensure smooth handover, continuity, and high quality outcomes
Support increased demand during peak periods through cross tier collaboration

Escalation Management

Escalate incidents internally or externally using defined escalation paths when resolution is not achievable at L1
Retain ownership of escalated cases, communicating outcomes and next steps clearly to the customer

Documentation & Knowledge Management

Maintain accurate, detailed, and timely incident records in the ITSM system
Ensure all troubleshooting steps, actions, and resolutions are thoroughly documented
Contribute to continuous improvement by suggesting or enhancing knowledge articles based on real-world experience

Continuous Improvement & Development

Participate in coaching, feedback, and development activities to continuously improve service quality
Support less experienced colleagues through knowledge sharing and joint problem solving
Take part in initiatives and special projects to improve tools, processes, and service delivery
We have a strong culture of internal promotion, and involvement in these projects is an invaluable development opportunity
Complete all mandatory and role specific training within required timelines

Career Progression

This role operates within a structured support model: Level 1: Customer intake, known issue resolution, and service ownership Level 2: Deeper technical investigation and component level root cause analysis Level 3: Advanced product expertise, complex RCA, and defect resolution There are clear opportunities for progression as technical capability and service maturity develop. In addition, business and operational support roles exist within our Cebu centre, enabling both vertical and horizontal career movement.

Skills & Experience Required

High School diploma or equivalent
Strong written and verbal communication skills in English
Basic understanding of POS, payment, and retail systems; troubleshooting experience considered an advantage.
Understanding of Windows environments, networking basics, hardware and software troubleshooting.
Familiarity with basic SQL statement commands (DML queries) for data validation and troubleshooting support is an advantage.
Ability to work in a structured, process driven support environment
Strong organisational skills and attention to detail
Comfortable working in a 24/7 operational support model and collaborating across teams and regions.
Experience supporting POS systems, payment solutions, retail, hospitality, or fuel environments is considered an advantage.
Experience working in customer-facing environments with SLA-driven support models is beneficial.
Desirable Experience with Linux environments
Experience supporting hardware and software in a service desk or customer support role
English proficiency required; additional languages are considered a plus.

Core Competencies

Strong customer focus with a clear sense of ownership and urgency
Collaborative, team oriented approach
Ability to follow defined processes while applying sound judgement
Comfortable learning new technologies and rotating across product domains
Professional, clear, and confident communicator
Communicates effectively with customers and internal teams while maintaining customer‑focused approach.

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.

Help us run the world's top brands. At NCR Voyix, we specialize in turning routine transactions into meaningful connections. With a rich history of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems. We take pride in our strong culture and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.