Position: Level 1 Support Engineer

Location: Warsaw, Poland

Organisation:Retail Applications

The Level 1 Support Engineer is the first point of contact and primary service owner for our customers. This roleoperatesin a high-volume service desk environment, with success measured by quality of resolution, ownership, and customer experience.

As an L1 Support Engineer, you will support multiple areas of our organisation, focusing on individual products for defined periods before rotating to others. This approach enables you to build deep technical and functionalexpertisein each solution while developing a well-rounded understanding of our full product portfolio.

This model supports clear vertical career progression within our Cebu support organisation, with established Level 2 and Level 3 teams, as well as opportunities to move horizontally into adjacent roles.

The role supports both hardware and software, including:

• Retail and SCO devices

• Payment, cloud, and web services

• Windows and Linux operating systems

Full training will be provided.

Key Responsibilities

Technical Support (Level 1)

• Intake of the issue into our ITSM– ensuringaccurateproblem definition and impact/severity alignment

• Perform Level 1 troubleshooting across hardware, software, and cloud services

• Diagnose and resolve known issues across supported platforms and operating systems

• Use remote access tools and knowledge base articles to investigate and resolve incidents efficiently

• Review incident history toidentifyrecurring issues and escalate appropriately

Service Ownership & Collaboration

• Act as theface of NCRVoyix, owning incidents and service requests frominitialcontact through to resolution or escalation

• Deliver remote technical support via phone, email, andchat

• Ensure customers receive services in line with contractual entitlements

• Take full ownership of customer issues, providing clear communication, progress updates, and confirmation of resolution

• Serve as thesingle point of accountability, ensuring customersremaininformed—particularly when issues require involvement from other teams or support tiers

• Gauge customer satisfaction (CSAT) pulse on every interaction, ensuring that communication, ownership, and professionalism reflect our customer‑centric culture

• Work closely with Level 2 and Level 3 teams to ensure smooth handover, continuity, andhighqualityoutcomes

• Support increased demand during peak periods through crosstier collaboration

EscalationManagement

• Escalate incidents internally or externally using defined escalation paths when resolution is not achievable at L1

• Retain ownership of escalated cases,communicating outcomes and next steps clearly to the customer

Documentation & Knowledge Management

• Maintainaccurate, detailed, andtimelyincident records in the ITSM system

• Ensure all troubleshooting steps, actions, and resolutions are thoroughly documented

• Contribute to continuous improvement by suggesting or enhancing knowledge articles based on real-world experience

Continuous Improvement & Development

• Participate in coaching, feedback, and development activities to continuously improve service quality

• Support less experienced colleagues through knowledge sharing and joint problemsolving

• Take part in initiatives and special projects to improve tools, processes, and service delivery

• We have a strong culture of internal promotion, and involvement in these projects is an invaluable development opportunity

• Complete all mandatory androlespecifictraining within required timelines

Career Progression

This roleoperateswithin a structured support model:

Level 1:Customer intake, known issue resolution, and service ownership

Level 2:Deeper technical investigation and componentlevel root cause analysis

Level 3:Advanced product expertise, complex RCA, and defect resolution

There are clear opportunities for progression as technical capability and service maturity develop.
In addition, business and operational support roles exist within our Cebu centre, enabling both vertical and horizontal career movement.

Skills & Experience

Required

• High School diploma or equivalent

• Strong written and verbal communication skills in English

• Basic technical knowledge and experience with Windows operating systems

• Ability to work in a structured, processdriven support environment

• Strong organisational skills and attention to detail

Desirable

• Experience with Linux environments

• Experience supporting hardware and software in a service desk or customer support role

• Additionallanguages (French or German an advantage)

Core Competencies

• Strong customer focus with a clear sense of ownership and urgency

• Collaborative,teamorientedapproach

• Ability to follow defined processes while applying sound judgement

• Comfortable learningnew technologiesand rotating across product domains

• Professional, clear, and confident communicator