Level 2 Support Engineer - Retail Applications

About the role

NCR Voyix, a global provider of unified commerce platforms for shopping and dining, is hiring a Level 2 Support Engineer for its Retail Applications organisation. The engineer delivers advanced technical support and deeper investigation on escalated incidents, covering hardware, software, payment services, cloud solutions and store system applications. The role rotates across product pods so that specialist knowledge is built while developing full portfolio expertise.

Key responsibilities

• Troubleshoot escalated Level 1 incidents, including software, hardware, networking and cloud systems, and use logs, telemetry and remote access tools to find root causes
• Provide temporary workarounds and escalate only after full Level 2 investigation, with clear summaries and reproduction steps to Level 3
• Validate solutions before confirming closure with the customer and retain accountability until handover to Level 3
• Guide Level 1 on investigation steps, share diagnostic approaches and help raise first-contact resolution
• Measure customer satisfaction on every interaction and contribute to problem management and knowledge articles
• Take part in coaching, cross-training and special projects, and mentor less experienced colleagues

Required profile

• High school diploma or equivalent
• At least 2 years of experience in a technical service desk role
• Strong written and spoken English
• Ability to work in a structured, high-volume, process-driven environment

Required skills

• Strong technical experience with Windows operating systems
• Analytical and troubleshooting ability
• Desirable: Linux, prior Level 2 experience, exposure to payment systems, cloud services, retail hardware or store systems, French or German