L1 Support Engineer

About the role

The L1 Support Engineer provides first‑line technical assistance to NCR Voyix clients, customer engineers, and partners. You will identify, analyze, diagnose, and resolve issues while ensuring service‑level agreements are met.

Key responsibilities

• Answer incoming phone calls, emails, and tickets from clients and field engineers.
• Monitor notification and ticket queues and prioritize work.
• Perform remote troubleshooting and resolve tickets when possible.
• Escalate complex issues to appropriate teams and maintain ownership until resolution.
• Manage incidents to meet contractual SLA requirements and follow escalation paths when needed.
• Utilize NCR and vendor knowledge systems to apply known solutions.
• Prepare standard reports and customize business data for knowledge applications.
• Communicate status updates to NCR management, especially when resolutions exceed SLA timelines.
• Support 24/7 operations, including weekend coverage, and proactively anticipate client needs.

Required profile

• Strong problem‑solving orientation with a focus on customer satisfaction.
• Ability to work in a 24/7 support environment and handle multiple tickets simultaneously.
• Clear communication skills for interacting with clients, engineers, and internal teams.

Required skills

What we offer

• Opportunity to work with a global leader in unified commerce.
• Exposure to a wide range of retail and restaurant technology solutions.