Service Desk Specialist

NCR Voyix; Cebu City; Presencial; PHP 320.000 - 520.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Life insurance

Annual salary increase

Descripción de la vacante

NCR Voyix is seeking a Level 2 Servicedesk Specialist to provide advanced technical support for retail applications, operating systems, hardware, and integrated services. The role covers APAC region responsibilities and involves troubleshooting escalated issues, root cause analysis, and collaboration with Engineering and Product teams.

The position emphasizes: strong Windows experience, English communication, and a customer-focused, ownership-driven approach with rotating shifts.

Formación

• 2 years of Service Desk, IT, or Application Support experience.
• Strong knowledge of Windows operating systems.
• Excellent English communication skills (written and verbal).
• Strong troubleshooting and analytical skills.
• Experience in a ticket-driven, customer-facing support environment.
• Willingness to work rotating shifts.

Responsabilidades

• Troubleshoot and resolve complex technical issues escalated from Level 1 Support.
• Analyze logs and data to identify root causes.
• Support Windows and Linux environments.
• Manage incidents through resolution while meeting SLA requirements.
• Collaborate with Level 1, Level 3, Engineering, and Product teams.
• Document investigations, solutions, and knowledge articles.
• Provide excellent customer communication and case ownership.

Conocimientos

Windows OS

English fluency

Troubleshooting

Customer support

Ticketing

Rotating shifts

Herramientas

SQL basics

Azure

AWS

Descripción del empleo

We are seeking a Level 2 Servicedesk Specialist to provide advanced technical support for retail applications, operating systems, hardware, and integrated services. You will troubleshoot complex issues escalated from Level 1 Support, perform root cause analysis, and collaborate with Engineering and Product teams to deliver effective solutions.

This role primarily supports the APAC region and offers exposure to a wide range of technologies, including Windows, Linux, retail systems, payment solutions, and cloud-based applications.

Key Responsibilities

• Troubleshoot and resolve complex technical issues escalated from Level 1 Support.
• Analyze logs, system behavior, and diagnostic data to identify root causes.
• Support Windows and Linux environments.
• Manage incidents through resolution while meeting SLA requirements.
• Collaborate with Level 1, Level 3, Engineering, and Product teams.
• Document investigations, solutions, and knowledge articles.
• Provide excellent customer communication and case ownership.

Qualifications

Required:

• Minimum 2 years of Service Desk, IT, or Application Support experience
• Strong knowledge of Windows operating systems
• Excellent English communication skills (written and verbal)
• Strong troubleshooting and analytical skills
• Experience working in a ticket-driven, customer-facing support environment
• Willingness to work rotating shifts

Preferred:

• Exposure to SQL, cloud platforms (Azure/AWS), payment systems, retail applications, or POS solutions
• Basic scripting or coding knowledge

What We're Looking For

• Strong problem-solving and investigative mindset
• Ability to learn and adapt to new technologies
• Excellent customer service and communication skills
• High level of ownership, accountability, and attention to detail
• Stable work history and commitment to long-term growth

What You'll Get:

• Health insurance with unlimited dependents (based on hierarchy)
• Life insurance
• Annual performance-based salary increase