Technical Support Manager
2 weeks ago
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
- 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
- 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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