L2 Support Engineer

NCR Corporation; Warszawa; On-site; PLN 90,000 - 120,000; Full time

Job summary

NCR Voyix is seeking a Level 2 Support Engineer in Warsaw to handle advanced troubleshooting across hardware, software, and cloud services. You will work within a multitier team, performing complex diagnostics and contributing to knowledge base improvements.

The role requires strong Polish and English communication, Windows expertise, and a minimum of two years in a technical service environment. Office-based position in Warsaw with a focus on customer-focused outcomes.

Qualifications

• Native or advanced Polish communication (written and verbal).
• Advanced English communication (written and verbal).
• Strong technical experience with Windows operating systems.
• Minimum 2 years in a technical service desk role.
• Demonstrated analytical and troubleshooting capability.

Responsibilities

• Perform in-depth troubleshooting on escalated incidents from Level 1 across software, hardware, networking, and cloud systems.
• Conduct structured diagnostics to identify probable root causes.
• Validate reproducibility, isolate components, and determine when engineering engagement is required.
• Utilise logs, telemetry, and remote access tools to drive investigations.
• Provide temporary workarounds where permanent fixes require engineering action.

Skills

Polish language

English language

Windows OS

Technical service desk

Analytical skills

Education

High School diploma or equivalent

Tools

Linux environments

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.

Position: Level 2 Support Engineer – Polish & English speaker

Location: Warsaw, Poland

Office-based role

Role Overview

The Level 2 Support Engineer provides advanced technical support and deeper investigative capability within the Retail Applications support organisation. Operating within a multitier model, L2 is responsible for complex troubleshooting, root cause identification, and technical validation across hardware, software, payment services, cloud solutions, and store system applications. As an L2 Support Engineer, you will rotate across defined product “pods”, allowing you to build specialist knowledge while gradually developing full portfolio subject matter expertise. This structured rotation mirrors the L1 operating model and supports deep technical fluency across (although not limited to): Retail devices and peripherals Payment, cloud, and web services Store systems applications Windows and Linux operating systems This role ensures efficient incident progression, strong customer outcomes, high technical quality, and continuous reduction of repeat issues.

Key Responsibilities

• Perform in-depth troubleshooting on escalated incidents from Level 1, including software, hardware, networking, and cloud-based systems
• Conduct structured diagnostics to identify probable root causes
• Validate reproducibility, isolate components, and determine when engineering level engagement is required
• Utilise logs, telemetry, remote access tools, and technical artefacts to drive high-quality investigations
• Provide temporary workarounds where permanent fixes require engineering action

Service Ownership & Collaboration

• Retain accountability for escalated cases through to resolution or formal handover to Level 3
• Provide clear, proactive communication to customers and internal partners throughout the investigation cycle
• Partner closely with Level 3, Engineering, DevOps, and Product teams to ensure efficient, high-quality outcomes
• Support Level 1 by guiding investigative steps, sharing diagnostic approaches, and helping uplift first contact resolution capability
• Gauge customer satisfaction (CSAT) pulse on every interaction, ensuring that communication, ownership, and professionalism reflect our customer centric culture
• Contribute flexibly during peak periods to help bridge temporary capacity gaps at Level 1, protecting service levels and overall customer experience This may include assisting with triage, rapid validation, and targeted L1 handling when required
• Support is structured, collaborative, and delivered in alignment with our customer-first operating model

Escalation Management

• Escalate incidents only after full Level2 investigation and in adherence with documented escalation paths
• Provide Level3 with clear diagnostic summaries, reproduction steps, logs, and next action recommendations
• Validate solutions delivered by upstream teams before confirming closure with the customer

Documentation & Knowledge Development

• Produce detailed investigation notes, troubleshooting flows, and technical documentation
• Create and refine knowledge articles to strengthen organisational capability and reduce repeat incidents
• Identify recurring issues, patterns, or systemic trends and contribute to Problem Management processes
• Provide feedback to Level1 and training functions regarding observed knowledge or skill gaps

Continuous Improvement & Development

• Participate in coaching, feedback, and development activities to continuously improve service quality
• Participate in structured cross-training and skill development programs aligned to pod rotation
• Support initiatives focused on improving diagnostic tooling, automation, workflow efficiency, and customer experience
• Contribute to special projects, beta programs, and new product introduction readiness activities
• Mentor less experienced colleagues in Level 1, enhancing overall organisational capability

Skills & Experience Required

• High School diploma or equivalent
• Native or Advanced Polish communication (written and verbal)
• Advanced English communication skills (written and verbal)
• Strong technical experience with Windows operating systems
• Minimum 2 years of experience in a technical service desk role
• Demonstrated analytical and troubleshooting capability
• Ability to work in a structured, high-volume, process-driven support environment
• Strong organisation, discipline, and attention to detail

Desirable Experience

• Experience with Linux environments
• Prior Level2 or advanced service desk experience
• Exposure to payment systems, cloud services, retail hardware, or store systems applications
• Additional languages (French or German an advantage)

Core Competencies

• Strong customer focus with high ownership and urgency
• Advanced analytical and investigative skills
• Ability to interpret diagnostic data, logs, and system outputs
• Comfortable learning new technologies and rotating across product domains
• Professional, clear, and confident communicator
• Collaborative, team-oriented approach

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

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, enhance retail interactions, 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.