Level 2 Support Engineer

About the role

NCR Voyix, a global provider of unified commerce platforms for shopping and dining, is hiring a Level 2 Support Engineer in Belgrade, Serbia. The role sits in the Retail Applications support organisation and covers complex troubleshooting, root cause identification and technical validation across hardware, software, payment services, cloud solutions and store system applications. Engineers rotate across product pods so they can build specialist knowledge while developing full portfolio expertise.

Key responsibilities

• Perform in-depth troubleshooting on escalated Level 1 incidents covering software, hardware, networking and cloud systems, using logs, telemetry and remote access tools
• Identify probable root causes, isolate components and decide when engineering involvement is needed, providing temporary workarounds where permanent fixes require engineering action
• Own escalated cases until resolution or handover to Level 3, keeping customers and internal partners informed
• Work with Level 3, Engineering, DevOps and Product teams, and support Level 1 by guiding investigations and triage during peak periods
• Escalate only after full Level 2 investigation, summarising diagnostics and validating solutions before closing with the customer
• Write investigation notes and knowledge articles, feed back on knowledge gaps and contribute to problem management
• Take part in coaching, cross-training, automation and special projects, and mentor less experienced colleagues

Required profile

• High school diploma or equivalent
• Advanced written and spoken English
• Demonstrated analytical and troubleshooting ability in a structured, high-volume, process-driven support environment
• Strong organisation, discipline and attention to detail

Required skills

• Strong technical experience with Windows operating systems
• Desirable: Linux, prior Level 2 or advanced service desk experience, exposure to payment systems, cloud services, retail hardware or store systems applications, additional languages