Technical Support Manager

2 weeks ago


Hong Kong Island, Hong Kong SAR China Classy Wheeler Limited Full time

Leading IT consultancy in cloud computing solutions

Job Description
  • Provide tier-1 support to end users
  • Maintain and develop good support/helpdesk practices for customers
  • Maintain the customer support database
  • Act as the key subject owner for different customers, assisting them with open issues or requests
  • Coordinate projects for various customers
  • Continuously develop the support and managed service team
  • Serve as an interface among Presales, Postsales, and End-Users
  • Maintain an in-depth knowledge of current market trends, new technologies, and consumer demands
  • Perform ad hoc duties as assigned
Job Requirements
  • University Graduate / Higher Diploma holder in Computer Science, Information Technology, or related discipline
  • 5 years or more of working experience in System Integration or relevant experience in providing helpdesk and tier-1 support services
  • Strong technical background with an innovative and curious mindset
  • Experience in support team establishment and the Support Development life cycle and processes is essential
  • Willingness to learn new technologies and strong problem-solving skills
  • Good interpersonal and communication skills; fluency in Chinese is required, proficiency in English is an advantage
Additional Preferred Qualifications
  • Good understanding of support workflows for various vendors
  • Technical knowledge of Virtualization, Server, SAN Storage, and Backup Solutions
  • Storage knowledge of any one of Dell/EMC, NetApp, HPE, IBM, etc.
  • Server knowledge of any one of HPE, Dell/EMC, Lenovo, etc.
  • Virtualization knowledge of any of Hyper-V, VMware, Citrix
  • Backup knowledge of EMC, Veeam, Commvault, Veritas
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