Technical Support Engineer I – POS & Remote Troubleshooting

NCR Voyix; Cebu City; On-site; PHP 280,000 - 420,000; Full time

Job summary

NCR Voyix Corporation, a global platform-powered leader in unified commerce, seeks a Level 1 technical support specialist for its Cebu City onsite team. The role involves troubleshooting POS devices, remote diagnostics, and incident handling in a 24/7 shift environment.

You will engage with customers via phone, email, chat, and remote tools, document activities, and escalate where needed. Onsite work arrangement and continuous process improvement are core parts of the position.

Qualifications

• 1–2 years of experience in technical support or similar role.
• Strong communication, customer service, and customer handling skills.
• Functional proficiency in required foreign languages is based on customer needs.
• Solid technical aptitude and problem-solving ability.
• Ability to learn and apply new technical knowledge through training.

Responsibilities

• Provide Level 1 technical troubleshooting for POS devices and other supported equipment.
• Remotely diagnose issues, provide accurate solutions, and dispatch field technicians when required.
• Communicate with customers via phone, email, chat, and remote tools to resolve incidents.
• Follow defined Remote Incident Management processes and document all activities in the incident tracking system.
• Review incident history and identify recurring issues.
• Escalate incidents according to established escalation paths when necessary.
• Contribute knowledge articles and maintain accurate customer/system documentation.
• Participate in team meetings, coaching, performance programs, and continuous improvement initiatives.
• Support less experienced colleagues through knowledge sharing and joint work sessions.
• Conduct incident quality audits and call monitoring activities.

Skills

Communication

Customer service

Problem solving

Technical aptitude

Learning agility

Tools

POS devices

Remote diagnostic tools

Incident tracking systems

Job description

NCR Voyix Corporation, a global platform-powered leader in unified commerce, seeks a Level 1 technical support specialist for its Cebu City onsite team. The role involves troubleshooting POS devices, remote diagnostics, and incident handling in a 24/7 shift environment.

You will engage with customers via phone, email, chat, and remote tools, document activities, and escalate where needed. Onsite work arrangement and continuous process improvement are core parts of the position.