Level 2 Support Engineer – Bilingual (English/French)

About the role

NCR Voyix is looking for a bilingual Level 2 Support Engineer to join its Belgrade team. You will provide advanced technical assistance to customers and partners in both English and French, working across retail hardware, software, payment services, cloud solutions, and Windows/Linux environments.

Key responsibilities

• Investigate and resolve incidents escalated from Level 1, covering software, hardware, networking, and cloud‑based systems.
• Perform root‑cause analysis using logs, telemetry, remote‑access tools, and diagnostic data.
• Communicate technical findings and solutions clearly in English and French.
• Own escalated cases through resolution or hand‑over to Level 3.
• Collaborate with Level 1, Level 3, Engineering, DevOps, and Product teams to ensure efficient outcomes.
• Create and maintain technical documentation, troubleshooting guides, and knowledge‑base articles.
• Identify recurring issues and contribute to problem‑management and automation initiatives.
• Mentor Level 1 staff through knowledge sharing and coaching.

Required profile

• High school diploma or equivalent.
• Fluent written and spoken English and French.
• At least 2 years of experience in a technical service‑desk or support role.
• Strong experience supporting Windows operating systems.
• Proven troubleshooting, analytical, and customer‑support abilities.

Required skills

• Windows OS
• Linux OS
• Networking fundamentals
• Cloud‑service concepts
• Remote‑access and diagnostic tools
• Log and telemetry analysis

What we offer

• Opportunity to work with cutting‑edge retail technology.
• Career progression through a structured support model.
• Exposure to multi‑regional customers and partners.