Technical Support Representative L2

NCR Corporation; Cebu City; On-site; PHP 335,000 - 558,000; Full time

Job summary

NCR Voyix Corporation is seeking an experienced L2 Technical Support Representative to diagnose and resolve complex customer issues, collaborating with engineering and product teams. You will leverage logs, telemetry, and remote tooling to identify root causes and provide effective workarounds.

The role emphasizes timely resolution and knowledge sharing within a global support framework. Ideal candidates will possess strong analytical and communication skills, be able to manage multiple

Qualifications

• 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.

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.

Skills

Analytical skills

Troubleshooting

Logs analysis

Networking

Communication

Documentation

Time management

Tools

Monitoring tools

Remote access tools

Support systems

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

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.

Help us run the world's top brands. At NCR Voyix, we specialize in turning routine transactions into meaningful connections. With a rich history of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, and foster trust through secure payment systems. We take pride in our strong culture and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.