L1 Support Analyst

About the role

The L1 Support Analyst works in a high‑volume help‑desk environment, providing remote assistance to NCR Voyix customers and internal analysts. The role focuses on first‑line technical troubleshooting of point‑of‑sale (POS) equipment and related hardware, ensuring timely resolution and customer satisfaction.

Key responsibilities

• Deliver remote solutions, dispatch field engineers when needed, and verify issue resolution with customers.
• Perform Level I technical troubleshooting on POS terminals, PCs, printers, scales, and other assigned equipment.
• Generate daily and weekly incident reports and review incident history to identify recurring faults.
• Provide accurate solutions via phone, chat, and email while owning each service request from start to finish.
• Escalate issues internally or to third‑party vendors according to defined escalation paths.
• Document all activities in the ticketing system, update work orders, and maintain accurate incident records.
• Participate in team meetings, performance reviews, and special projects aimed at improving processes, tools, and systems.

Required profile

• Strong focus on customer satisfaction and ability to work in a high‑call‑volume environment.
• Excellent oral and written communication skills for interacting with customers through multiple channels.
• Ownership mindset with the ability to manage service requests end‑to‑end.
• Team player who contributes to continuous improvement initiatives.

Required skills

• Technical troubleshooting of Point‑of‑Sale (POS) systems.
• Knowledge of PC hardware, printers, and scales.
• Proficiency with remote access tools.
• Experience using ticketing systems and incident management processes.