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 document investigations and knowledge articles
• Support Level 1, guide investigations, share diagnostic approaches and help during peak periods
• Measure customer satisfaction on every interaction and mentor less experienced colleagues
• Take part in cross-training, problem management, special projects and beta programs

Required profile

• High school diploma or equivalent
• At least 2 years in a technical service desk role
• Strong English (written and spoken)
• Ability to work in a structured, high-volume, process-driven environment
• Desirable: prior Level 2 or advanced service desk experience; French or German is an advantage

Required skills

• Windows operating systems (required)
• Linux (desirable)
• Payment systems, cloud services, retail hardware or store systems applications (desirable)