Level 2 Support Engineer

About the role

The Level 2 Support Engineer provides advanced technical support within NCR Voyix's Retail Applications organization, handling complex troubleshooting, root‑cause analysis and technical validation across hardware, software, payment services, cloud solutions and store system applications.

Key responsibilities

• Perform in‑depth troubleshooting on escalated incidents, using logs, telemetry and remote tools.
• Retain accountability for cases through resolution or hand‑over to Level 3, communicating proactively with customers and internal partners.
• Collaborate with Level 3, Engineering, DevOps and Product teams, and support Level 1 by sharing diagnostic approaches.
• Produce detailed investigation notes, knowledge articles and contribute to problem‑management processes.
• Participate in continuous‑improvement initiatives, cross‑training, and mentor junior colleagues.

Required profile

• High school diploma or equivalent.
• Minimum 2 years experience in a technical service desk role.
• Strong analytical and troubleshooting capability in a high‑volume, process‑driven environment.
• Advanced English communication skills, both written and verbal.

Required skills

• Strong technical experience with Windows operating systems.
• Experience with Linux environments (desirable).