Service desk L1 agent

Pryce Gases, Inc. (NCR); Cebu City; Remote; PHP 2,561,000 - 3,841,000; Full time

Job summary

NCR Voyix seeks a capable L1 Support specialist to assist customers globally with hardware and software issues. You will work with NCR and third-party technicians, track incidents, and help ensure service levels are met.

The role emphasizes strong communication, problem solving, and rapid issue resolution. Remote-friendly, this position supports diverse clients worldwide and requires basic PC literacy, a high school diploma, and proficiency in Windows-based tools.

Qualifications

• Basic PC literacy; keyboard proficiency; understanding of Windows-based applications/tools.
• Problem solving and analytical skills.
• Excellent communication skills, verbal and written as well as listening skills.
• High school diploma.

Responsibilities

• Resolves recurring or standard problems for customers.
• Collaborates with NCR and third-party technicians to fix hardware or software issues.
• Provides daily/weekly incident tracking reports to monitor performance.
• Reviews incident history to identify recurring faults.
• Offers technical support for hardware and software issues to clients.
• Assists with installing, configuring and updating hardware/software and fixes daily issues.
• Allocates engineer times for on-site jobs needing multiple resources.
• Updates work orders and status information.
• Distributes workload to meet SLAs.
• May respond to escalated calls.
• Participates in product or customer training.
• May implement remote fixes using guided search across products.
• Applies troubleshooting checklists.
• Gathers and applies knowledge of troubleshooting techniques and desktop diagnostic tools.

Skills

Windows-based applications

Problem solving

Communication skills

Tools

Desktop diagnostic tools

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.

Title: L1 Support

Location: Global

Grade: B1

Position Summary & Key Areas of Responsibility

• Works directly with customers to resolves recurring or standard problems
• Works directly with NCR and 3rd party Vendor technicians to resolve HW or SW problems
• Provides daily and weekly incident tracking sheets to report on performance
• Reviews incident history to determine recurring faults
• Provides technical support and assistance to clients and businesses regarding hardware and software issues
• Provides support with installing, configuring, and updating hardware and software, as well as fixing any issue related to the equipment that may come up on a daily basis
• Allocates engineer appointment times for jobs requiring multiple resources on-site
• Updates work orders and provides status information
• Assigns and distributes workload to meet SLA’s
• May respond to escalated calls
• Participates in product set or customer base training
• May implement remote fixes relying on guided search for diagnosis across multiple products
• Applies troubleshooting checklists
• Acquires and applies knowledge of troubleshooting techniques and desktop diagnostic tools

Basic Qualifications

• Basic PC literacy; Keyboard proficiency; Understanding of Windows-based applications/tools
• Problem solving and analytical skills.
• Relationship building skills; Excellent communication skills, verbal and written as well as listening skills
• High school diploma

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.