Technical Support Representative L2

NCR Voyix; Cebu City; On-site; PHP 3,741,000 - 5,611,000; Full time

Job summary

NCR Voyix is seeking a Technical Support Representative Level 2 to provide advanced technical support for complex incidents escalated from Level 1. You will diagnose issues, implement workarounds, and collaborate with engineering to resolve customer-impacting problems while meeting SLA targets.

Responsibilities include in-depth troubleshooting, documenting findings, mentoring Level 1 analysts, and participating in post-incident reviews to drive process improvements.

Qualifications

• Experience diagnosing complex incidents across software, hardware, network, and cloud environments.
• Ability to read logs and telemetry to determine root causes and actionable steps.
• Strong written and verbal communication for internal and external stakeholders.

Responsibilities

• Provide advanced technical support for escalated Level 2 incidents.
• Diagnose issues, implement workarounds, and coordinate with engineering teams.
• Perform in-depth troubleshooting across diverse tech stacks and platforms.
• Document findings and resolutions in knowledge bases and ticket systems.
• Mentor Level 1 analysts and support ongoing knowledge sharing.
• Ensure incidents comply with SLAs and incident management processes.
• Participate in post-incident reviews and process improvements.

Skills

Analytical thinking

Troubleshooting

Logs interpretation

Networking concepts

Cloud technologies

Documentation

Stakeholder communication

Tools

Remote access tools

Monitoring tools

Job description

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.

Technical Support Representative L2- Job Description

Role Summary

Provide advanced technical support for complex incidents escalated from Level 1. Responsible for diagnosing issues, identifying root causes, implementing workarounds, and collaborating with engineering teams to resolve customer-impacting problems while ensuring high service quality and timely resolution.

Key Responsibilities

• Perform in-depth troubleshooting on escalated incidents involving software, hardware, networking, and cloud-based systems.
• Conduct structured diagnostics and technical analysis to identify probable root causes.
• Validate issue reproducibility, isolate affected components, and determine when engineering-level engagement is required.
• Utilize logs, telemetry, monitoring tools, remote access utilities, and other technical artifacts to perform detailed investigations.
• Provide temporary workarounds and mitigation steps when permanent fixes require engineering intervention.
• Analyze recurring issues and identify trends to reduce incident reoccurrence.
• Document investigation findings, root cause analysis, and resolution steps in support systems and knowledge repositories.
• Collaborate with Product, Engineering, Operations, and other support teams to drive issue resolution.
• Act as a technical mentor and escalation point for Level 1 analysts, providing guidance and knowledge sharing.
• Ensure incidents are managed in accordance with established SLA and support processes.
• Participate in major incident response activities and post-incident reviews.
• Continuously contribute to process improvements, support documentation, and operational excellence initiatives.

Required Skills and Competencies

• Strong analytical and problem-solving skills.
• Experience troubleshooting complex technical environments.
• Ability to interpret logs, telemetry data, and system diagnostics.
• Knowledge of networking concepts, operating systems, cloud technologies, and application support.
• Excellent communication and stakeholder management skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Strong documentation and technical writing skills.

Expected Outcomes

• Reduced incident resolution times.
• Improved root cause identification and documentation.
• Increased first-time resolution of escalated cases.
• Enhanced collaboration between Support, Product, and Engineering teams.
• Continuous improvement of support processes and knowledge management.

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.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.comemail domain.”

Requirements: