Level 1 Support Engineer

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

Job summary

NCR Voyix Warsaw is seeking a Level 1 Support Engineer who speaks Polish and English to act as the first point of contact for customers. This office-based role supports hardware and software across a high-volume service desk in Warsaw, with opportunities to rotate across product domains and grow within the organization.

The role emphasizes end-to-end incident ownership, remote/support via phone and email, and collaboration with Level 2 and 3 teams to ensure high-quality service delivery and

Qualifications

• Polish and English language proficiency is required for daily written and verbal communication.
• Strong communication and customer service skills with a professional demeanor.
• Basic technical knowledge to troubleshoot hardware and software issues.

Responsibilities

• Handle Level 1 support requests from customers via phone and email.
• Perform basic troubleshooting across hardware and software platforms.
• Document incidents and resolutions accurately in the ITSM system.
• Collaborate with Level 2/3 teams to ensure timely escalation and handover when needed.
• Maintain high CSAT scores by providing clear updates and ownership of issues.

Skills

Polish language

English language

Education

High School diploma or equivalent

Tools

Windows OS

Linux

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 1 Support Engineer - Polish and English speaker

Location: Warsaw, Poland

Model of work: Office-based

Role Overview

The Level 1 Support Engineer is the first point of contact and primary service owner for our customers. This role operates in a high-volume service desk environment, with success measured by quality of resolution, ownership, and customer experience. As an L1 Support Engineer, you will support multiple areas of our organisation, focusing on individual products for defined periods before rotating to others. This approach enables you to build deep technical and functional expertise in each solution while developing a well-rounded understanding of our full product portfolio. This model supports clear vertical career progression within our Warsaw support organization, with established Level 2 and Level 3 teams, as well as opportunities to move horizontally into adjacent roles. The role supports both hardware and software.

Key Responsibilities

Technical Support (Level 1)

• 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 escape appropriately

Service Ownership & Collaboration

• 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

Escalation Management

• 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

Documentation & Knowledge Management

• 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

Continuous Improvement & Development

• 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

We have a strong culture of internal promotion, and involvement in these projects is an invaluable development opportunity Complete all mandatory and role specific training within required timelines

Career Progression

• Level 1: Customer intake, known issue resolution, and service ownership
• Level 2: Deeper technical investigation and component level root cause analysis
• Level 3: Advanced product expertise, complex RCA, and defect resolution

Skills & Experience Required

• High School diploma or equivalent
• Strong written and verbal communication skills 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

Desirable

• Experience with Linux environments
• Experience supporting hardware and software in a service desk or customer support role
• Additional languages (French or German an advantage)

Core Competencies

• Strong customer focus with a clear sense of ownership and urgency
• Collaborative, team oriented approach
• Ability to follow defined processes while applying sound judgement
• Comfortable learning new technologies and rotating across product domains
• Professional, clear, and confident communicator

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.com email domain.”

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.