Technical Support Representative

Key Responsibilities:

Technical Support:

Log and assess customer issues in the ITSM system

Perform Level 1 troubleshooting for hardware, software, cloud services, Windows, and Linux

Resolve known issues using remote tools and knowledge articles

Identify recurring incidents and escalate when required

Customer Ownership:

Serve as the primary contact for all assigned cases

Provide support via phone, email, and chat

Maintain clear communication and regular updates to customers

Ensure delivery of services in line with contractual entitlements

Collaborate with Level 2 and Level 3 teams for escalated issues

Escalation & Documentation:

Escalate incidents following defined processes while retaining case ownership

Document all actions, troubleshooting steps, and resolutions accurately

Contribute to the improvement of knowledge base articles

Continuous Improvement:

Participate in coaching, training, and development activities

Support team members through knowledge sharing

Engage in process, tooling, and service improvement initiatives

Career Progression:

This role sits within a structured technical support path:

Level 1: Incident intake, triage, known issue resolution

Level 2: Advanced troubleshooting, deeper investigation

Level 3: Expert product knowledge, complex root cause analysis

Opportunities also exist for horizontal movement into business or operational support roles.

Required Qualifications:

High School diploma or equivalent

Strong English written and verbal communication skills

Basic knowledge of Windows operating systems

Ability to work in a process‑driven environment

Strong organizational skills and attention to detail

Preferred Qualifications:

Experience with Linux

Experience in a technical support or service desk role

Additional languages (French or German)

Core Competencies:

Customer‑focused with strong ownership and urgency

Team‑oriented and collaborative

Able to follow structured processes while applying sound judgment

Comfortable learning new technologies and rotating across product areas

Clear, professional communication skills

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 diversity and 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.”