Level 1 Support Technician (SAS)

About the role

The Level 1 Support Technician provides first‑line assistance to NCR Voyix customers, handling high‑volume help‑desk interactions across phone, chat and email. The role focuses on remote troubleshooting of point‑of‑sale (POS) equipment, PCs, printers, scales and related hardware, ensuring timely resolution and customer satisfaction.

Key responsibilities

• Receive and triage inbound support requests from internal and external customers.
• Perform remote diagnostics and resolve Level 1 issues on POS systems, PCs, printers, and scales.
• Dispatch field engineers when on‑site intervention is required and verify issue resolution.
• Document all actions in the ticketing system, generate daily/weekly incident reports, and track recurring faults.
• Escalate complex problems following defined escalation paths and coordinate with third‑party vendors.
• Participate in team meetings, knowledge‑sharing sessions, and continuous‑improvement projects.

Required profile

• Strong customer‑service orientation with the ability to communicate clearly via phone, chat and email.
• Detail‑oriented and capable of following documented processes.
• Willingness to learn and adopt new support tools and methodologies.

Required skills

• Experience with Point of Sale (POS) hardware and software.
• Proficiency in remote troubleshooting and remote access tools.
• Familiarity with ticketing systems and incident management processes.

What we offer

• Opportunity to work with a global leader in unified commerce.
• Collaborative environment with ongoing training and development.
• Exposure to a wide range of retail and restaurant technologies.