Level 1 Support Technician – High Volume Helpdesk

About the role

The Level 1 Support Technician works in a high‑call‑volume helpdesk environment, providing remote and on‑site assistance for NCR customers. The role focuses on troubleshooting point‑of‑sale equipment, PCs, printers, scales and related hardware, ensuring timely resolution and customer satisfaction.

Key responsibilities

• Perform Level I technical troubleshooting via phone, chat, and email, following the Remote Incident Management Process.
• Generate daily and weekly incident reports and review incident history to identify recurring faults.
• Escalate issues internally and externally according to defined escalation paths.
• Document all actions in the ServiceNow ticketing system and verify resolution with customers.

Required profile

• High school diploma or equivalent; 1+ year of call‑center experience.
• Excellent communication and customer‑service skills, with the ability to work flexible evenings/weekends.
• Strong problem‑solving abilities and capacity to work in a fast‑paced, multitask environment.

Required skills

• Advanced knowledge of Windows operating systems (Windows 98, 2000, NT, XP, Vista).
• Proficiency with PC hardware components (printers, scanners, modems, network cards).
• Experience using remote access tools and ServiceNow (SNOW) for incident tracking.
• Solid understanding of Internet protocols, MS Office, and standard network monitoring tools.