EDGE L2 Support Shift team Leader / Senior Engineer
On-siteCebu City, Central Visayas, Philippines
Job Summary
Manage the EDGE L2 Support Shift by overseeing operational tasks, planning workload, and ensuring all support requests meet SLA targets. Lead the team through incident management, including P1/major incidents, while delivering technical IT support, monitoring live customer infrastructure, and troubleshooting Windows/Linux server issues. Coordinate resources for maintenance, new projects, and software deployments, and provide leadership by conducting training, assisting with recruitment, and maintaining high-quality documentation. Create records of customer problems to identify trends and ensure continuous improvement in monitoring processes.
Required Qualifications
- Strong analytical thinker
- Exceptional attention to detail
- Ability to effectively plan and prioritize workload
- Ability to accurately measure and report on progress
- Ability to assess multiple situations to determine tactical steps forward
- Ability to lead a team in implementing a strategic plan
- Ability to provide leadership to shift teams
- Ability to instill a culture of quality, service-centricity and professional pride
- Ability to assist leadership with appraisals and recruitment
- Ability to ensure support requests are dealt with within SLA
- Ability to ensure high quality documentation for the support Team
- Ability to implement relevant policies, procedures, and standards
- Ability to take a lead role in assisting and coordinating P1/major incidents
- Ability to provide appropriate resources for support requests, maintenance, and new projects
- Ability to answer emails, calls, and online chat in a positive and friendly manner
- Ability to create a record of each customer problem and spot trends
- Ability to deliver technical IT support
- Ability to monitor live customers' EDGE software and infrastructure
- Ability to troubleshoot issues and escalate issues
- Ability to manage Windows and Linux server operating systems
- Ability to assist partners and customers with deploying the EDGE software
- Ability to monitor Live customers and cloud/store infrastructure
- Ability to fulfill IT maintenance tasks
- Ability to promote and provide support for new products and technologies
- Ability to assist with onboarding of new team members including laptop setup, account creation, and new user orientation
- Ability to maintain an up-to-date knowledge of products, technologies, and competitors
- Ability to meet customer contractual SLAs
- Ability to maintain high customer satisfaction ratings
- Passage of screening criteria applicable to the job
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