Bilingual Level 1 IT Support Engineer Polish/English

NCR VOYIX; Warszawa; On-site; PLN 60,000 - 90,000; Full time

Job summary

NCR Voyix in Warsaw, Poland, is seeking a Level 1 Support Engineer who speaks Polish and English. This office-based role is the first point of contact for customers, handling high-volume service desk activities and ensuring quality resolution and strong ownership.

The engineer will support hardware, software, and cloud services, perform Level 1 troubleshooting, document incidents, and collaborate with Level 2/3 teams to ensure smooth handovers.

Qualifications

• High School diploma or equivalent.
• Strong written and verbal communication in Polish and English.
• Basic technical knowledge and experience with Windows operating systems.
• Ability to work in a structured, process-driven support environment.
• Strong organisational skills and attention to detail.

Responsibilities

• Intake of the issue into our ITSM – ensuring accurate problem definition and impact/severity alignment.
• Perform Level 1 troubleshooting across hardware, software, and cloud services.
• Diagnose and resolve known issues across supported platforms and operating systems.
• Use remote access tools and knowledge base articles to investigate and resolve incidents efficiently.
• Review incident history to identify recurring issues and escalated appropriately.
• Act as the face of NCR Voyix, owning incidents and service requests from initial contact through to resolution or escalation.
• Deliver remote technical support via phone and email.
• Ensure customers receive services in line with contractual entitlements.
• Take full ownership of customer issues, providing clear communication, progress updates, and confirmation of resolution.
• Serve as the single point of accountability, ensuring customers remain informed—particularly when issues require involvement from other teams or support tiers.
• Gauge customer satisfaction (CSAT) pulse on every interaction, ensuring that communication, ownership, and professionalism reflect our customer‑centric culture.
• Work closely with Level 2 and Level 3 teams to ensure smooth handover, continuity, and high quality outcomes.
• Support increased demand during peak periods through cross tier collaboration.
• Escalate incidents internally or externally using defined escalation paths when resolution is not achievable at L1.
• Retain ownership of escalated cases, communicating outcomes and next steps clearly to the customer.
• Maintain accurate, detailed, and timely incident records in the ITSM system.
• Ensure all troubleshooting steps, actions, and resolutions are thoroughly documented.
• Contribute to continuous improvement by suggesting or enhancing knowledge articles based on real-world experience.
• Participate in coaching, feedback, and development activities to continuously improve service quality.
• Support less experienced colleagues through knowledge sharing and joint problem solving.
• Take part in initiatives and special projects to improve tools, processes, and service delivery.

Skills

Polish language

English language

Customer service

Structured processes

Education

High School diploma or equivalent

Tools

Windows OS

Linux

ITSM tools

Job description

NCR Voyix in Warsaw, Poland, is seeking a Level 1 Support Engineer who speaks Polish and English. This office-based role is the first point of contact for customers, handling high-volume service desk activities and ensuring quality resolution and strong ownership.

The engineer will support hardware, software, and cloud services, perform Level 1 troubleshooting, document incidents, and collaborate with Level 2/3 teams to ensure smooth handovers.