System Support Lead / System & Infrastructure Engineer - IC
Classy Wheeler
- Tsim Sha Tsui, Hong Kong
- $25,000 per month
- Permanent
- Full-time
- Managing and operating the Reliability team to provide technical support to our retail stores all around the world, round the clock.
- Periodically gauge the team’s performance and determine necessary improvements for individuals or the processes.
- Define processes or look for solutions to make sure the team is scalable and align to the company growth.
- Ensure the team’s technical skills are up to standard and respond to technical requests from our stores in a timely manner.
- Define metrics to measure the performance of the team, e.g. first response time, average resolution time.
- Provide suggestions to enhance reliability of the technologies running in our retail stores.
- Ensure the Reliability team is capable of supporting the stores when there is technology change.
- Provide technical advice or solutions to the team when escalations arise.
- Manage a team to make sure technical solutions provided and communication are professional when working with retail staff. You will be working in shifts, including at night and/or on weekends.
- Providing the technical solution of the system in terms of Windows, Networking or Hardware to existing stores and the new store build out.
- Execute the system update to existing stores. Work smart and creative in a problem-solving environment.
- Provide technical solutions for the new store build out. You will be able to talk to the hardware or software vendors to find out the solution.
- Ensure the system runs well in the retail store. You will be required to on-call to provide the workaround solution to the technical support team and retail team for returning business. Investigate and document permanent solutions afterward.
- Arrange system test planning in terms of Windows/hardware firmware/bios version update or any other configuration of the system. Execute the update plan to our Hong Kong store and all global stores.
- You'll be responsible for engaging our store teams and retail partners in live chat to gather necessary details and provide top-notch assistance. You’ll also be communicating with other internal team members on issues you encounter.
- You will document the details of your findings in our system to benefit other team members and contribute to future enhancements.
- Experience in managing technical support teams. A wide range of technical knowledge and skills for solving the technical issues in the store, including network infrastructure, workstation/laptop computers, Windows, and 3rd party applications would be a plus.
- Detail-minded is also required for correlating information/errors from logs and dashboards to conclude root cause analysis, and derive solutions/workaround.
- Good communication skills, is resourceful, organized and willing to learn is also a must.
- Help Desk, Customer Support or Technical Support team management experience will be a plus.
- Wide range of technical knowledge and skills for solving the technical issues in the store, including network infrastructure, workstation/laptop computers, Windows, and 3rd party applications.
- Detail-minded is also required for correlating information/errors from logs and dashboards to conclude root cause analysis, and derive solutions/workaround.
- Good communication skills, is resourceful, organized and willing to learn is also a must. You will work independently in keeping track of issues and communicate professionally with retail staff in English.
- Some Help Desk, Customer Support or Technical Support experience will be a plus.