Level 2 Support Engineer (French/English)

About the role

The Level 2 Support Engineer provides advanced technical support for NCR Voyix Retail Applications. The role requires full professional fluency in English and French to serve a bilingual customer base across multiple regions.

Key responsibilities

• Perform in‑depth troubleshooting on escalated incidents, covering software, hardware, networking and cloud‑based systems.
• Deliver technical support and clear communication in both English and French throughout the investigation cycle.
• Retain accountability for escalated cases, collaborate with Level 3, Engineering, DevOps and Product teams, and ensure proper escalation when needed.
• Produce detailed investigation notes, knowledge articles and contribute to problem‑management processes.

Required profile

• Fluent in written and spoken English and French (mandatory).
• Minimum 2 years of experience in a technical service desk or Level 2 support role.
• Strong analytical and troubleshooting capability in a high‑volume, process‑driven environment.
• High school diploma or equivalent; additional experience with Linux or payment systems is a plus.

Required skills

• Windows operating systems.
• Linux environments (desirable).
• Technical support and incident investigation tools (logs, telemetry, remote access).
• Knowledge of retail devices, peripherals, payment services, cloud and web services.