{"id":2239515,"url":"https://alion.io/job/ncr-voyix-level-2-support-engineer","title":"Level 2 Support Engineer","company":{"id":1839802,"name":"NCR Voyix","domain":"ncrvoyix.com","url":"https://alion.io/company/ncrvoyix","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Belgrade, Serbia"],"countries":["RS"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15500,"max_usd":44000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":814},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-12T00:00:00Z","employer_posted_date":"2026-08-12","last_verified_at":"2026-10-12T19:16:40Z","board_verified":true,"closed_at":null,"days_open":62,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":62},"description":"About NCR VOYIX\nNCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.\nPosition: Level 2 Support Engineer\nOrganisation: Retail Applications\nRole Overview\nThe Level 2 Support Engineer provides advanced technical support and deeper investigative capability within the Retail Applications support organisation. Operating within a multitier model, L2is responsible forcomplex troubleshooting,root causeidentification, and technical validation across hardware, software, payment services, cloud solutions, andstore systemapplications.\nAs anL2 Support Engineer, you willrotate across defined product “pods”,allowingyouto build specialist knowledge while gradually developingfull portfoliosubject matterexpertise. This structured rotation mirrors the L1 operating model and supports deep technical fluency across(although not limited to):\nRetail devices and peripherals\n\nPayment, cloud, and web services\n\nStore systemsapplications\n\nWindows and Linux operating systems\n\nThis role ensures efficient incident progression, strong customer outcomes, high technical quality, and continuous reduction of repeat issues.\nKey Responsibilities\nAdvanced Technical Support (Level 2)\nPerformin-depthtroubleshooting on escalated incidents from Level 1, including software, hardware, networking, and cloud-based systems\n\nConduct structured diagnostics toidentifyprobable root causes\n\nValidate reproducibility, isolate components, anddeterminewhen engineeringlevel engagement isrequired\n\nUtilise logs, telemetry,remote accesstools, and technical artefacts to drivehigh-qualityinvestigations\n\nProvide temporary workarounds where permanent fixes require engineering action\n\nService Ownership & Collaboration\nRetain accountability for escalated cases through to resolution or formal handover to Level 3\n\nProvide clear, proactive communication to customers and internal partners throughout the investigation cycle\n\nPartner closely with Level 3, Engineering, DevOps, and Product teams to ensure efficient,high-qualityoutcomes\n\nSupport Level 1 by guiding investigative steps, sharing diagnostic approaches, and helping upliftfirst contactresolution capability\n\nGauge customer satisfaction (CSAT) pulse on every interaction, ensuring that communication, ownership, and professionalism reflect ourcustomer centricculture\n\nContribute flexibly during peak periods to help bridge temporary capacity gaps at Level 1, protecting service levels and overall customer experience\n\nThis may include assisting with triage, rapid validation, and targeted L1 handling whenrequired\n\nSupport is structured, collaborative, and delivered in alignment with our customer-first operating model\n\nEscalation Management\nEscalate incidents only after full Level 2 investigation and in adherence with documented escalation paths\n\nProvide Level 3 with clear diagnostic summaries, reproduction steps, logs, and nextaction recommendations\n\nValidate solutions delivered by upstream teams before confirming closure with the customer\n\nDocumentation & Knowledge Development\nProduce detailed investigation notes, troubleshooting flows, and technical documentation\n\nCreate and refine knowledge articles to strengthen organisational capability and reduce repeat incidents\n\nIdentifyrecurring issues, patterns, or systemic trends and contribute to Problem Management processes\n\nProvide feedback to Level 1 and training functionsregardingobserved knowledge or skill gaps\n\nContinuous Improvement & Development\nParticipate in coaching, feedback, and development activities to continuously improve service quality\n\nParticipate in structured cross-training and skilldevelopment programs aligned to pod rotation\n\nSupport initiatives focused on improving diagnostic tooling, automation, workflow efficiency, and customer experience\n\nContribute to special projects, beta programs, and newproductintroduction readiness activities\n\nMentor less experienced colleagues in Level 1, enhancing overall organisational capability\n\nCareer Progression\nThis roleoperateswithin a structured support model:\nLevel 1: Customer intake,known issueresolution, service ownership\nLevel 2: Deep technical investigation,componentlevelanalysis\nLevel 3: Advanced productexpertise, complex RCA, and defect resolution\nThere are clear opportunities for progression as technical capability and service maturity develop.\nIn addition, business and operational support roles exist within our Cebu centre, enabling both vertical and horizontal career movement.\nSkills & Experience\nRequired\nHigh School diploma or equivalent\n\nAdvanced Englishcommunication skills (written and verbal)\n\nStrong technical experience with Windows operating systems\n\nMinimum of 2yearsexperiencein a technical service desk role\n\nDemonstrated analytical and troubleshooting capability\n\nAbility to work in a structured,high-volume,process drivensupport environment\n\nStrong organisation, discipline, and attention to detail\n\nDesirable\nExperience with Linux environments\n\nPrior Level 2 or advanced service desk experience\n\nExposure to payment systems, cloud services, retail hardware, orstore systemsapplications\n\nAdditionallanguages advantage\n\nCore Competencies\nStrong customer focus with high ownership and urgency\n\nAdvanced analytical and investigative skills\n\nAbility to interpret diagnostic data, logs, and system outputs\n\nComfortable learningnew technologiesand rotating across product domains\n\nProfessional, clear, and confident communicator\n\nCollaborative,team-orientedapproach\n\nOffers of employment are conditional upon passage of screening criteria applicable to the job\nEEO Statement\nIntegrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.\nStatement to Third Party Agencies\nTo ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes\n“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”","description_format":"text","description_chars":7306,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Custom Software Development","POS Terminals & Kiosks"],"lifecycle":[{"event":"open","at":"2026-10-11T01:02:45Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.254,"p_room":0.28,"age_days":61,"expected_fill_days":13,"reasons":["conf:0","win:tail","crowd:junior"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/ncr-voyix-level-2-support-engineer","json_url":"https://alion.io/job/ncr-voyix-level-2-support-engineer.json","meta":{"generated_at":"2026-10-13T01:59:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2980,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1839802},"rest":"https://alion.io/mcp/rest/get_company?id=1839802"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fncr-voyix-level-2-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fncr-voyix-level-2-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fncr-voyix-level-2-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ncr-voyix-level-2-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fncr-voyix-level-2-support-engineer"}]}