Senior 3rd Line Support Engineer — Retail Tech

NCR Voyix

Cebu City

On-site

PHP 800,000 - 1,200,000

Full time

2 days ago

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Benefits offered by this job

Competitive salary

Career progression with a global líder

Job summary

NCR Voyix Corporation seeks an experienced Senior Technical Support Specialist to join its 24/7 global team. You will diagnose complex issues in NCR R10 software and hardware, coordinate with internal teams, and deliver timely resolutions for enterprise customers.

The role requires strong SQL and .NET skills, scripting, ITIL awareness, and excellent communication. On-call duties and mentoring of junior staff are expected, with opportunities for career progression within a global retail

Qualifications

A minimum of 3-5 years in a senior technical support role is required, providing support to the Retail industry (highly desirable)
Strong technical background in writing SQL queries (Mandatory) and development (.NET, scripting, web services, XML/HTML)
Solid skills in producing a clear, accurate, and concise problem statement, gathering/analyzing data, and recording high-quality and sufficiently detailed case notes, Solid troubleshooting skills and proficiency in using related tools and technologies
Exceptional customer service skills (soft skills), Ability to be persuasive/assertive while maintaining a professional demeanor

Responsibilities

Manage caseload (full escalations and requests for assistance)
Diagnose and solve technical issues at 3rd level and where needed, elevate to internal development teams or external vendors as required
Provide technical assistance and remote troubleshooting support as part of a global 24/7 support organization including availability to perform on-call (after hours) shifts
Detect, investigate, recreate and raise defects. Track defects through internal systems and turn around fixes for Production issues, set up an environment to reproduce issues and test potential workarounds, and develop ad-hoc solutions (e.g. scripts) to address issues as workarounds
Mentor L1 and L2 Support Technicians, Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal and public use, Leverage opportunities for continuing education
Work closely with other Systems Analysts, Developers, Testers, and Project Managers to improve customer satisfaction