L1 Support

Title: L1 Support

Location: CEBU CITY-EBLOC TWR

Compensation Grade: B1

Position will provide support for NCR’s Clients, Customer Engineers and partners; Support will include problem identification, analysis, diagnosis and resolution;

Answer incoming phone calls, emails or tickets from clients and field engineers; Monitor the notification and ticket queue screens; Remotely resolve tickets with a remote resolution opportunity; Dispatch to the appropriate teams for resolution;

Manages incidents to ensure contractual SLAs are met, if SLA is in danger follows the agreed escalation path;

Follow defined escalation process for P1 tickets;

Utilize Knowledge Systems provided by NCR and other vendors as appropriate to identify solutions to known problems; Responsible for ensuring that solutions provided are successful;

When no known solution can be identified, responsible for the escalation of issues to other support centers where deeper level skilled personnel are available; Position retains ownership of all escalated problems/issues through to resolution and is responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than contractual;

Contribute as a team member; Support less experienced colleagues through joint work, monitoring and knowledge sharing;

Work to anticipate internal and external client needs and commitment to customer satisfaction;

Employees will receive a special project from supervisor/teal leader based on business needs (may come from supervisor directly or COL / customer);

Ensure proper ticket classification and provide gapless troubleshooting steps to ensure higher support levels do not need to repeat the work done;

Create and Share knowledge in the designated Team knowledge base including usage of the existing knowledge base documents;

24/7 operations (all 3 shifts) that include weekend support;

Job requirements:

• High school diploma or similar

• Innovative attitude

• Willing to work in a 24/7 shift environment

• Stress resistant

• Team player

• Flexible