High-Tech Support Strategist

1 month ago


Hong Kong, Central and Western District, Hong Kong SAR China Classy Wheeler Limited Full time

At Classy Wheeler Limited, we are a leading IT consultancy specializing in cloud computing solutions. We are currently seeking an exceptional Technical Support Manager to join our team.

Job Overview

The successful candidate will be responsible for providing tier-1 support to end-users, maintaining and developing good support/helpdesk practices for customers, and acting as the key subject owner for different customers.

We offer a competitive salary of $120,000 - $180,000 per annum, depending on experience, plus benefits.

Key Responsibilities
  • Provide Tier-1 Support: Respond to customer inquiries, resolve issues, and provide technical guidance.
  • Maintain Support Processes: Develop and maintain effective helpdesk practices, ensuring seamless communication with customers.
  • Customer Database Management: Maintain an up-to-date customer database, tracking interactions and resolutions.
  • Subject Matter Expertise: Serve as the primary point of contact for customers, providing expert advice and guidance.
Requirements
  • Education: University Graduate or Higher Diploma holder in Computer Science, Information Technology, or related field.
  • Experience: 5 years or more of working experience in System Integration or relevant experience in providing helpdesk and tier-1 support services.
  • Technical Background: Strong technical knowledge with an innovative and curious mindset.
  • Communication Skills: Excellent interpersonal and communication skills; fluency in Chinese is required, proficiency in English is an advantage.
Preferred Qualifications
  • Support Workflows: Good understanding of support workflows for various vendors.
  • Technical Knowledge: Familiarity with Virtualization, Server, SAN Storage, and Backup Solutions.
  • Vendor Knowledge: Knowledge of storage and server solutions from Dell/EMC, NetApp, HPE, IBM, and Lenovo.
  • Virtualization: Experience with Hyper-V, VMware, Citrix, and other virtualization platforms.
  • Backup Solutions: Familiarity with EMC, Veeam, Commvault, Veritas, and other backup solutions.


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