IT Help Desk Representative I Full Time NEW

NCR 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.

Job Title: M365 Support Engineer II

Role Summary

The Messaging & Collaboration Analyst II is a hands-on technical role responsible for maintaining and improving NCR

Voyix enterprise messaging and collaboration ecosystem—primarily Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive), identity/access integrations, and related security/compliance controls. You will troubleshoot complex issues, drive stability and performance, partner with security and network teams, and deliver enhancements that improve user productivity and collaboration.

Primary Responsibilities

• Processing requests per ITIL framework and within defined SLA.
• Own L2 support for Exchange Online, Microsoft Teams, SharePoint/OneDrive, and email security gateways (e.g., Proofpoint for O365).
• Investigate and resolve advanced incidents, problem tickets, and service requests within SLAs; perform root cause analysis and document KBs/runbooks.
• Monitor service health, capacity, and adoption; execute routine maintenance, patching, and configuration hygiene.

TECHNICAL SKILLS:

• In-depth knowledge Windows 11, Windows 2012R2 Operating Systems.
• Should have experience in Active Directory and Group Policy management.
• Strong understanding of messaging in an Outlook/ Exchange environment/O365
• Basic knowledge of Windows PowerShell Scripting.

SERVICE DELIVERY & ENGINEERING

• Manage Exchange Online objects (mailboxes, shared mailboxes, DLs, transport rules), Teams policies, and SharePoint site governance.
• Implement configuration baselines, conditional access, DLP, retention, and compliance policies in partnership with Security/GRC.
• Support M365 tenant administration, identity integrations (Azure AD/Entra ID), and federation/SAML/OAuth app configurations.

Projects & Automation

• Contribute to migrations (on-prem to cloud), tenant-to-tenant moves, and feature rollouts (Teams Phone, Viva modules, etc.).
• Automate repetitive tasks using PowerShell, Graph API, and workflows; improve efficiency and reduce MTTR.
• Participate in change management (impact assessment, testing, implementation, and post-change validation).

COLLABORATION & STAKEHOLDER MANAGEMENT

• Partner with IT Help Desk (L1) for escalation handling and training; improve KB content and self-service.
• Engage with vendors and Microsoft support for complex cases; track issues to resolution with clear communication.
• Educate end users on best practices, adoption tips, and security-aware collaboration.

EDUCATION & QUALIFICATION:

• Education: Bachelor’s in Computer Science, Information Technology, or equivalent experience.
• Experience: 3–5 years in enterprise messaging/collaboration support/admin with strong M365 exposure.

COMMUNICATION SKILLS:

• High proficiency in English grammar, vocabulary and sentence structure.
• Good business communication skills (e-mail)

Core Skills & Technologies

• Microsoft 365: Exchange Online (transport, connectors, mail flow, spam/phishing protection), Microsoft Teams (meetings, voice, policies), SharePoint/OneDrive (sites, sharing policies, governance), Defender for Office 365, Purview (DLP, retention, eDiscovery basics).
• Identity & Security: Entra ID (Azure AD), Conditional Access, MFA, SSPR, basic PKI concepts, RBAC, security/compliance baselines.
• Automation & Scripting: PowerShell (ExchangeOnlineManagement, Teams, SharePoint Online modules), Graph API fundamentals.
• Networking Basics: DNS (MX/SPF/DMARC/DKIM), mail routing, proxy/firewall impacts on O365, bandwidth/latency considerations.
• General: Incident/Problem/Change (ITIL), documentation, strong troubleshooting and communication.

ROTATIONAL SHIFTS

• We are 24X5 operations and candidate should be ready to work on rotational shifts.

WORK PATTERN

• Shift/On-call: Standard business hours with rotation-based on-call for major incidents/changes (as required).

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated 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.

Statement to Third Party Agencies

To 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

“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.”