Level 1 Support Engineer — Global Retail Tech (Rotations)

NCR Voyix; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Full training provided

Career progression opportunities

Vertical and horizontal career growth

Job summary

NCR Voyix is hiring a Level 1 Support Engineer for its Cebu center to be the first point of contact for customers in a high-volume service desk environment. You will support multiple product areas, rotate to gain deep technical exposure, and contribute to a customer‑centric service culture.

Responsibilities include incident intake, Level 1 troubleshooting across hardware, software, and cloud services, remote support, and clear communication through resolution.

Qualifications

• High School diploma or equivalent.
• Strong written and verbal English communication.
• Fundamental understanding of POS, payments, and retail systems.
• Good knowledge of Windows, networks, and hardware/software troubleshooting.
• Familiarity with basic SQL (DML) for validation.
• Ability to work in a structured, process-driven support environment.
• Strong organizational skills and attention to detail.
• Comfortable with 24/7 operational support and cross-team collaboration.
• Experience supporting POS, payments, retail, hospitality or fuel environments is a plus.
• Experience in customer-facing roles with SLA-driven support is beneficial.
• Desirable Linux experience.
• Experience in service desk hardware/software support.
• English proficiency required; other languages a plus.

Responsibilities

• Intake of the issue into our ITSM – 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.
• 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 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.
• 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.
• Maintain accurate, detailed 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.
• Participate in coaching, feedback, and development activities to continuously improve service quality.
• 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.
• Customer intake, known issue resolution, and service ownership (Level 1).
• Deeper technical investigation and component level root cause analysis (Level 2).
• Advanced product expertise, complex RCA, and defect resolution (Level 3).
• In addition, business and operational support roles exist within our Cebu centre, enabling both vertical and horizontal career movement.

Skills

English communication

Customer-facing

POS systems knowledge

Windows & networking troubleshooting

SQL basics

Structured, process-driven work

Organization & detail

24/7 support model

SLA-driven support

Retail/payments experience

Other languages (plus)

Linux experience (desirable)

Service desk hardware/software support

English proficiency (plus languages)

Education

High School diploma or equivalent

Tools

Linux environments

Service desk tools

Job description

NCR Voyix is hiring a Level 1 Support Engineer for its Cebu center to be the first point of contact for customers in a high-volume service desk environment. You will support multiple product areas, rotate to gain deep technical exposure, and contribute to a customer‑centric service culture.

Responsibilities include incident intake, Level 1 troubleshooting across hardware, software, and cloud services, remote support, and clear communication through resolution.