Level 1 Support Engineer - Polish and English speaker

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

WARSAW, POL

Full time

R0158028

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.

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 escalated 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

This role operates within a structured support model:

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.

Help us run the world's top brands.

At NCR Voyix (http://www.ncr.com/) , we specialize in turning routine transactions into meaningful connections. With a rich history (http://www.ncr.com/about/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 (http://www.ncr.com/about) 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.