Level 2 Support Engineer (English/French Bilingual)

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 team. The engineer delivers advanced technical support, investigates complex incidents and validates root causes across hardware, software, payment services, cloud solutions and store systems. Full professional fluency in English and French is mandatory, and the role rotates across product pods.

Key responsibilities

• Troubleshoot escalated Level 1 incidents covering software, hardware, networking and cloud systems, using logs, telemetry and remote access tools
• Deliver support and written communication in both English and French, and validate root causes and reproducibility
• Provide temporary workarounds and escalate only after full Level 2 investigation, with clear summaries and next actions for Level 3
• Validate solutions before closing with the customer and document escalations in English
• Create investigation notes, troubleshooting flows and knowledge articles, and feed back to Level 1 and training
• Support Level 1 during peak periods, mentor them and take part in cross-training and improvement initiatives

Required profile

• High school diploma or equivalent
• Fluent written and spoken English and French (mandatory)
• Minimum 2 years in a technical service desk role
• Ability to work in a structured, high-volume, process-driven environment

Required skills

• Windows operating systems (minimum requirement)
• Desirable: Linux, payment systems, cloud services, retail hardware and store systems applications
• Desirable: prior Level 2 or advanced service desk experience, multilingual customer support