L1 Support Technician – Helpdesk

About the role

The L1 Support Technician provides first‑line assistance to NCR Voyix customers, handling high‑volume helpdesk interactions across phone, chat and email. The role focuses on remote troubleshooting of point‑of‑sale (POS) equipment and related hardware, ensuring timely resolution and customer satisfaction.

Key responsibilities

• Respond to inbound support requests via phone, chat, and email, following the Remote Incident Management Process.
• Perform Level I technical troubleshooting on POS terminals, PCs, printers, scales and other assigned equipment.
• Document incidents, update work orders, and generate daily/weekly incident reports.
• Escalate complex issues internally or to third‑party vendors according to defined escalation paths.
• Dispatch field engineers when onsite intervention is required and verify issue resolution with the customer.
• Maintain accurate records in the ticketing system and contribute to knowledge‑base articles.
• Participate in team meetings, coaching sessions, and continuous‑improvement projects.

Required profile

• Strong customer‑service orientation with the ability to communicate clearly in English.
• Ability to work independently in a fast‑paced, high‑volume environment.
• Willingness to follow documented processes and contribute to quality improvements.

Required skills

• Point of Sale (POS) equipment troubleshooting
• PC hardware and software troubleshooting
• Printer and scale troubleshooting
• Remote access tools for diagnosing customer equipment
• Ticketing system usage for incident tracking