Technical Support Specialist – 24/7 Support

About the role

The Technical Support Specialist will join NCR Voyix’s 24/7 support team in Belgrade. You will be the first point of contact for customers, handling phone calls and ticket requests, and ensuring issues are resolved quickly and professionally.

Key responsibilities

• Provide first‑line technical assistance via phone and ticketing system.
• Troubleshoot hardware, software, and connectivity problems using established procedures.
• Utilise remote access tools to diagnose and resolve customer issues.
• Document all incidents accurately in ServiceNow (SNOW).
• Escalate unresolved cases to internal teams or external partners and coordinate field technician dispatch when needed.
• Keep customers informed about incident status and confirm resolution.
• Prioritise and manage a high volume of incidents in a shift‑based environment.

Required profile

• High School Diploma or equivalent.
• Strong command of written and spoken English.
• Basic knowledge of Windows 11 and common desktop applications.
• Understanding of PC hardware, peripherals, and typical technical issues.
• Excellent troubleshooting, problem‑solving, and communication skills.
• Ability to work independently and as part of a team.
• Willingness to work a 24/7 shift schedule, including nights, weekends, and holidays.

Required skills

• Windows 11
• ServiceNow (SNOW)
• Remote access tools
• PC hardware diagnostics