Technical Support Level 2

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 are conditional upon passage of screening criteria applicable to the job

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.”