Senior L2 Technical Support Engineer

NCR Corporation; Cebu City; On-site; PHP 446,000 - 781,000; Full time

Job summary

NCR Voyix Corporation is seeking an experienced Technical Support Engineer to diagnose, resolve, and manage escalated incidents across software, hardware, networking, and cloud systems in a high-service environment.

The role emphasizes deep troubleshooting, proactive incident management, and mentoring Level 1 analysts, with opportunities to contribute to knowledge management and process improvements.

Qualifications

• Strong analytical and problem-solving skills.
• Experience troubleshooting complex technical environments.
• Ability to interpret logs, telemetry data, and system diagnostics.
• Knowledge of networking concepts, operating systems, cloud technologies, and application support.
• Excellent communication and stakeholder management skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Strong documentation and technical writing skills.

Responsibilities

• Perform in-depth troubleshooting on escalated incidents involving software, hardware, networking, and cloud-based systems.
• Conduct structured diagnostics and technical analysis to identify probable root causes.
• Validate issue reproducibility, isolate affected components, and determine when engineering-level engagement is required.
• Utilize logs, telemetry, monitoring tools, remote access utilities, and other technical artifacts to perform detailed investigations.
• Provide temporary workarounds and mitigation steps when permanent fixes require engineering intervention.
• Analyze recurring issues and identify trends to reduce incident reoccurrence.
• Document investigation findings, root cause analysis, and resolution steps in support systems and knowledge repositories.
• Collaborate with Product, Engineering, Operations, and other support teams to drive issue resolution.
• Act as a technical mentor and escalation point for Level 1 analysts, providing guidance and knowledge sharing.
• Ensure incidents are managed in accordance with established SLA and support processes.
• Participate in major incident response activities and post-incident reviews.
• Continuously contribute to process improvements, support documentation, and operational excellence initiatives.

Skills

Analytical skills

Troubleshooting

Log analysis

Networking

Operating systems

Cloud technologies

App support

Stakeholder management

Multitasking

Technical writing

Job description

NCR Voyix Corporation is seeking an experienced Technical Support Engineer to diagnose, resolve, and manage escalated incidents across software, hardware, networking, and cloud systems in a high-service environment.

The role emphasizes deep troubleshooting, proactive incident management, and mentoring Level 1 analysts, with opportunities to contribute to knowledge management and process improvements.