Technical Support Representative

ncr; Cebu City; On-site; PHP 230,000 - 480,000; Full time

Job summary

NCR Voyix Corporation seeks a Level 1 Technical Support Engineer to be the first point of contact in a high‑volume service desk. You will handle incidents across hardware, software, cloud, and operating systems, guiding issues from intake to resolution or escalation.

The role requires strong English communication, basic Windows knowledge, and the ability to work in a structured, process‑driven environment. This onsite position offers rotation and career progression into Level 2/3 as needed.

Qualifications

• High School diploma or equivalent.
• Strong English written and verbal communication skills.
• Basic knowledge of Windows operating systems.
• Ability to work in a process‑driven environment.
• Strong organizational skills and attention to detail.

Responsibilities

• Log and assess customer issues in the ITSM system.
• Perform Level 1 troubleshooting for hardware, software, cloud services, Windows, and Linux.
• Resolve known issues using remote tools and knowledge articles.
• Identify recurring incidents and escalate when required.
• Serve as the primary contact for all assigned cases and provide support via phone, email, and chat.
• Maintain clear communication and regular updates to customers.
• Ensure delivery of services in line with contractual entitlements.
• Collaborate with Level 2 and Level 3 teams for escalated issues.

Skills

English communication

Process-driven

Attention to detail

Organization

Team collaboration

Education

High School diploma or equivalent

Tools

Linux

Windows OS

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.

Job Title: Technical Support Engineer - L1 Support
Location: Cebu, Philippines
Work Arrangement: Onsite role (five days per week in the office)
Schedule: Shift rotation required

Summary:

The Level 1 Support Engineer is the first point of contact for customer issues and is responsible for delivering high‑quality technical support across hardware, software, cloud, and operating systems. This role works in a high‑volume service desk environment, owning incidents from intake through resolution or escalation.

Key Responsibilities:

Technical Support:

• Log and assess customer issues in the ITSM system
• Perform Level 1 troubleshooting for hardware, software, cloud services, Windows, and Linux
• Resolve known issues using remote tools and knowledge articles
• Identify recurring incidents and escape when required

Customer Ownership:

• Serve as the primary contact for all assigned cases
• Provide support via phone, email, and chat
• Maintain clear communication and regular updates to customers
• Ensure delivery of services in line with contractual entitlements
• Collaborate with Level 2 and Level 3 teams for escalated issues

Escalation & Documentation:

• Escalate incidents following defined processes while retaining case ownership
• Document all actions, troubleshooting steps, and resolutions accurately
• Contribute to the improvement of knowledge base articles

Continuous Improvement:

• Participate in coaching, training, and development activities
• Support team members through knowledge sharing
• Engage in process, tooling, and service improvement initiatives

Career Progression:

This role sits within a structured technical support path:

• Level 1: Incident intake, triage, known issue resolution
• Level 2: Advanced troubleshooting, deeper investigation
• Level 3: Expert product knowledge, complex root cause analysis

Opportunities also exist for horizontal movement into business or operational support roles.

Required Qualifications:

• High School diploma or equivalent
• Strong English written and verbal communication skills
• Basic knowledge of Windows operating systems
• Ability to work in a process‑driven environment
• Strong organizational skills and attention to detail

Preferred Qualifications:

• Experience with Linux
• Experience in a technical support or service desk role
• Additional languages (French or German)

Core Competencies:

• Customer‑focused with strong ownership and urgency
• Team‑oriented and collaborative
• Able to follow structured processes while applying sound judgment
• Comfortable learning new technologies and rotating across product areas
• Clear, professional communication skills

Offers of employment are conditional upon passage of screening criteria applicable to the job

Integrated into our shared values is NCR Voyix’s commitment to diversity and 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.