Service Desk Specialist

NCR COMMERCE PHILIPPINES INC.; Cebu City; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Health insurance (unlimited dependents

Life insurance

Retirement benefit

Career growth opportunities

Competitive salary

Annual performance-based salary raise

Job summary

NCR COMMERCE PHILIPPINES INC. is hiring a Level 2 Servicedesk Specialist to deliver advanced technical support for retail applications, OS, hardware, and integrated services.

The role focuses on APAC region and involves troubleshooting, escalation handling, and collaboration with Engineering and Product teams. You will work in a dynamic environment supporting Windows and Linux, cloud platforms, and POS solutions, with a rotating shift schedule and onsite presence in Cebu.

Qualifications

• 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 in a ticket-driven, customer-facing support environment.
• Willingness to work rotating shifts.

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.

Skills

Windows operating systems

English communication

Troubleshooting

Analytical thinking

Customer service

Education

2+ years in Service Desk/IT support

Tools

Linux

SQL

Azure/AWS

Retail/POS systems

Job description

Level 2 Servicedesk Specialist

Onsite | Cebu | Shifting Schedule

About the Role

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

• Previous Level 2 Service Desk experience

• Experience supporting Linux environments

• 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

• Retirement benefit

• Career growth opportunities

• Competitive Salary

• Annual performance-based salary increase