L1 Support Engineer – Helpdesk

About the role

The L1 Support Engineer provides first‑line technical assistance to NCR Voyix customers in a high‑volume helpdesk environment. The role focuses on remote troubleshooting of point‑of‑sale (POS) equipment, PCs, printers, scales and related devices, ensuring timely resolution and customer satisfaction.

Key responsibilities

• Perform Level I technical troubleshooting for POS systems, PCs, printers, scales, and other equipment.
• Handle inbound requests via phone, chat, and email, and create daily/weekly incident reports.
• Deliver remote solutions, dispatch field engineers when needed, and verify issue resolution with customers.
• Escalate complex problems internally or to third‑party vendors following defined escalation paths.
• Maintain accurate ticket documentation, update work orders, and record incident history.
• Participate in team meetings, performance reviews, and continuous‑improvement projects.

Required profile

• Customer‑focused attitude with strong communication skills.
• Ability to work efficiently in a high‑call‑volume environment.
• Ownership of service requests and commitment to timely resolution.
• Team player who contributes to knowledge sharing and process enhancements.

Required skills

• Experience with Point of Sale (POS) systems.
• Familiarity with PCs, printers, and scales.
• Proficiency in using remote access tools.
• Knowledge of ticketing systems for incident tracking.