Technical Support Specialist – Level 1

About the role

The Technical Support Specialist – Level 1 provides remote and onsite assistance for NCR Voyix hospitality and retail solutions. The role ensures customers receive timely resolution of incidents and maintains high service quality.

Key responsibilities

• Perform Level I technical troubleshooting for PCs, point‑of‑sale devices, and hospitality products (e.g., ALOHA) following the Remote Incident Management Process.
• Document incidents in Neos/Salesforce, verify resolutions with customers, and create knowledge‑base articles.
• Escalate issues internally and externally according to defined escalation paths.
• Support less experienced help‑desk colleagues through joint working and knowledge sharing.
• Participate in team meetings, performance management, and special projects aimed at process improvement.

Required profile

• Strong communication skills to interact with customers via phone, email, and remote tools.
• Ability to work in shift rotations and manage multiple incidents simultaneously.
• Commitment to continuous learning and mandatory training completion.

Required skills

• Technical troubleshooting of PCs and retail point‑of‑sale hardware.
• Experience with hospitality software such as ALOHA.
• Proficiency using remote access tools and incident tracking systems (Neos, Salesforce).
• Knowledge of incident documentation and knowledge‑base maintenance.