Technical Support Representative L1

About the role

The Technical Support Representative L1 provides remote technical assistance to NCR clients, Customer Engineers, and partners. The role focuses on problem identification, analysis, diagnosis, and resolution while maintaining service level agreements.

Key responsibilities

• Provide remote support via phone, email, and ticketing systems, handling problem identification, analysis, diagnosis, and resolution.
• Lead problem isolation activities, propose solutions and implementation plans, and coordinate with relevant stakeholders.
• Monitor notification and ticket queues, resolve issues remotely when possible, and dispatch tickets to appropriate teams when escalation is needed.
• Manage incidents to meet contractual SLAs, following escalation procedures when SLAs are at risk.
• Utilize NCR and vendor knowledge bases to resolve known issues and contribute to knowledge management by updating applications and preparing reports.
• Escalate complex issues to specialized support teams while maintaining ownership until final resolution.

Required profile

• Minimum high school diploma or equivalent.
• Excellent verbal and written communication skills in English; French is a plus.
• Willingness to work rotating shifts across 1st, 2nd, and 3rd shifts in a 24/7 environment, including weekends.
• Ability to manage multiple priorities and handle incidents in a fast‑paced support setting.