Level 2 Support Engineer

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

Windows and Linux operating systems

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

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

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

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

Additional languages advantage

Core Competencies

Strong customer focus with high ownership and urgency

Advanced analytical and investigative skills

Ability to interpret diagnostic data, logs, and system outputs

Comfortable learning new technologies and rotating across product domains

Professional, clear, and confident communicator

Collaborative, team-oriented approach

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
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“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.”