Helpdesk Support 1

Position: Level 1 Support Engineer

Role Overview

The Support Desk Engineer is the primary service owner for customer support incidents and requests. The role provides technical support across hardware, software, payment, cloud, web services, and operating systems. Team members develop expertise through product rotations while maintaining strong customer ownership, technical troubleshooting capability, and service excellence.

Key Responsibilities

· Intake, manage, and own incidents and service requests from initial contact through resolution or escalation.
· Provide technical support across hardware, software, cloud services, retail devices, payment services, and operating systems.
· Diagnose, troubleshoot, and resolve customer issues using remote tools, logs, telemetry, knowledge articles, and structured investigation techniques.
· Deliver support through phone, email, chat, and approved support channels.
· Maintain accurate documentation of incidents, troubleshooting activities, actions, and resolutions on the ITSM platform.
· Collaborate with Level 3, Engineering, DevOps, Account Managers, Product, and other support teams to achieve resolution.
· Ensure customers receive proactive communication, progress updates, and resolution confirmation.
· Follow defined escalation processes and provide complete diagnostic information when escalation is required.
· Contribute to knowledge management, process improvement, and problem management activities.
· Participate in training, coaching, cross-training, special projects, and continuous improvement initiatives.
· Support colleagues through knowledge sharing, mentoring, and collaborative problem solving.
· Monitor customer satisfaction and maintain a customer-first approach in every interaction.

Required Skills & Experience

· High School diploma or equivalent.
· Strong written and verbal English communication skills.
· Experience working in a structured, process-driven support environment.
· Technical knowledge of Windows operating systems.
· Strong analytical, troubleshooting, organizational, and problem-solving skills.
· Ability to manage multiple priorities while maintaining attention to detail.

Desirable Skills

· Experience with Linux environments.
· Experience supporting hardware, software, cloud solutions, payment platforms, or retail applications.
· Additional languages such as French or German.

Core Competencies

· Customer focus, ownership, and urgency.
· Collaboration and teamwork.
· Professional communication.
· Continuous learning mindset.
· Adaptability across multiple product domains.

Working Hours
24/7 shifts with focus on core shifts: 1PM – 9PM

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.”