L2 Support

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

Organisation: Retail Applications
 

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 and configurations
• Database and SQL environments
• Reporting and workflow systems
• Windows and Linux operating systems
• Network connectivity and third-party integrations

This role ensures efficient incident progression, strong customer outcomes, high technical quality, and continuous reduction of repeat issues.

Provides support for customer environments across assigned regions in a 24/7 operational model.

Key Responsibilities

Advanced Technical Support (Level 2)

• 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
• Identifying third-party dependencies within product integrations, analysing system behaviour and data flow to determine causes of misbehaviour or unexpected outcomes, and supporting triage by routing issues and guiding customers to engage the relevant third party where needed.
• 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 Level 2 investigation and in adherence with documented escalation paths
• Provide Level 3 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 Level 1 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

Career Progression

This role operates within a structured support model:

Level 1: Customer intake, known issue resolution, service ownership

Level 2: Deep technical investigation, component level analysis

Level 3: Advanced product expertise, complex RCA, and defect resolution

There are clear opportunities for progression as technical capability and service maturity develop.
In addition, business and operational support roles exist within our Cebu centre, enabling both vertical and horizontal career movement.

Skills & Experience

Required

• High School diploma or equivalent
• Advanced English communication skills (written and verbal)
• Strong technical experience with Windows operating systems
• Minimum of 2 years 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
• Ability to manage incidents under pressure and meet SLA requirements.
• Proactive thinking and trend identification
• Comfortable working in a 24/7 operational support model and collaborating across teams and regions.

Desirable

• Experience with Linux environments
• Prior Level 2 or advanced service desk experience
• Exposure to payment systems, cloud services, retail hardware, or store systems applications
• English proficiency required; additional languages are considered a plus

Core Competencies

• Strong customer focus with high ownership, urgency, and commitment to service excellence.
• Advanced analytical, investigative, and problem-solving skills, including the ability to interpret diagnostic data, logs, and system outputs.
• Demonstrates working-level technical proficiency across supported applications, tools, and technologies; comfortable learning new technologies and rotating across product domains.
• Resolves moderately complex incidents within defined scope using established procedures, documented solutions, and known workarounds.
• Operates with guided autonomy while adhering to standard operating procedures, escalation paths, and SLA requirements.
• Professional, clear, and confident communicator, capable of adapting technical information to different audiences.
• Maintains accurate case documentation and contributes to knowledge base improvements.
• Collaborative and team-oriented, working effectively across teams and functions to support incident resolution.
• Demonstrates consistent performance, reliability, and adherence to support processes in a customer-facing environment.
• Typically, 12+ months of relevant experience in technical or application support environments.

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.”