Level 2 Support Engineer (Bilingual French/English)

About the role

The Level 2 Support Engineer provides advanced technical assistance for NCR Voyix’s Retail Applications portfolio. Working in a bilingual environment, you will troubleshoot complex incidents across hardware, software, networking, cloud services, and payment solutions, ensuring high‑quality outcomes for customers in English and French.

Key responsibilities

• Perform in‑depth troubleshooting on escalated Level 1 tickets, covering software, hardware, networking, and cloud‑based systems.
• Communicate technical findings and resolutions clearly in both English and French.
• Conduct structured diagnostics, isolate root causes, and determine when engineering escalation is required.
• Utilise logs, telemetry, remote‑access tools, and other artefacts to drive investigations.
• Provide temporary work‑arounds while permanent fixes are developed.
• Maintain ownership of escalated cases through resolution or hand‑off to Level 3.
• Collaborate closely with Level 3, Engineering, DevOps, and Product teams.
• Support Level 1 engineers by sharing diagnostic approaches and investigative steps.

Required profile

• Professional fluency in both English and French (written and spoken).
• Strong analytical mindset with the ability to handle complex technical problems.
• Excellent written communication skills for clear customer interaction.

Required skills

• Windows operating system troubleshooting.
• Linux operating system troubleshooting.
• Hardware and peripheral diagnostics.
• Networking concepts and troubleshooting.
• Cloud services and telemetry analysis.
• Payment and point‑of‑sale system knowledge.
• Remote access and diagnostic tooling.

What we offer

• Opportunity to rotate across product pods and develop deep subject‑matter expertise.
• Exposure to cutting‑edge retail technology and unified commerce platforms.
• Collaborative, multi‑regional team environment.