Technical Support Representative L1 (Hybrid)

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 commitments.

Key responsibilities

• Provide remote support to NCR clients, Customer Engineers, and partners, including problem identification, analysis, diagnosis, and resolution.
• Lead problem isolation activities and present recommended solutions and implementation plans, ensuring alignment with relevant stakeholders.
• Respond to incoming phone calls, emails, and support tickets, monitor notification and ticket queues, and dispatch tickets when further assistance is required.
• Manage incidents to ensure contractual Service Level Agreements (SLAs) are achieved and follow escalation procedures when SLAs are at risk.
• Utilize NCR and vendor‑provided knowledge systems to identify solutions for known issues and contribute to knowledge management.

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 environment.