Edge Support Lead (L2) – Shift & Senior Engineer

NCR Voyix; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

NCR Voyix is seeking an L2 Shift Team Leader/Senior Engineer to oversee EDGE Support Operations from its Cebu City site. The role requires taking ownership of shift activities, guiding a growing support team, and delivering proactive, world‑class technical assistance to global customers.

Strong problem‑solving, incident handling, and cross‑team collaboration are essential. The successful candidate will monitor EDGE software, manage Windows and Linux servers, maintain documentation, and ensure

Qualifications

• Leadership experience with a support team.
• Ability to plan workload and meet SLAs.
• Experience managing Windows and Linux server operating systems.
• Experience monitoring live EDGE software/infrastructure.

Responsibilities

• Responsible for all operational support and tasks during your shift.
• Building the best Support operations team in the industry, including training and supporting the team as it grows.
• Planning and organizing workload of your shift team, ensuring priorities are addressed, and work is scheduled within the timescale required.
• Provide leadership to the shift teams, instilling a culture of quality, service-centricity and professional pride in the activities and achievements of the team; to include work allocations, assisting leadership with appraisals and recruitment
• Ensuring all support requests are dealt with within SLA and to our customers’ satisfaction
• Ensuring there is high quality documentation for the support Team to refer to for all tasks
• Ensure implementation of any relevant policies, procedures, and standards to ensure all tasks are appropriately controlled
• Taking a lead role in assisting and coordinating any P1/major incidents
• Work with your team to provide the appropriate resources for any support requests, maintenance, and new projects, working together to ensure that work is delivered on time and fully meets the business requirements.
• Answering emails, calls, and online chat in a positive and friendly manner.
• Creating a record of each customer problem and spot trends when applicable.
• Deliver technical IT support as required to our diverse client base.
• Monitoring live customers’ EDGE software and infrastructure, troubleshooting issues and escalating issues to the wider EDGE Support Team
• Ensuring the task of monitoring is continuously improved, to ensure the monitoring of live customers software and infrastructure is successful
• Management of Windows and Linux server operating systems
• Assisting our partners and customers with deploying the EDGE software
• Monitoring “Live” customers and cloud/store infrastructure
• Fulfilling IT maintenance tasks scheduled by other team members.
• Promote and provide support for new products and technologies.
• Assist with the onboarding of new team members: laptop setup, account creation, and new user orientation.
• Maintain an up-to-date knowledge of our products, technologies, and our competitors.
• Meet customer contractual SLAs in addition to business OLA targets and metrics.
• Maintain high customer satisfaction ratings that meet company standards.

Skills

Leadership

Technical Support

Incident Management

Windows Server

Linux

Customer Support

Job description

NCR Voyix is seeking an L2 Shift Team Leader/Senior Engineer to oversee EDGE Support Operations from its Cebu City site. The role requires taking ownership of shift activities, guiding a growing support team, and delivering proactive, world‑class technical assistance to global customers.

Strong problem‑solving, incident handling, and cross‑team collaboration are essential. The successful candidate will monitor EDGE software, manage Windows and Linux servers, maintain documentation, and ensure