Technical Support Lead

2 days ago


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

About Classy Wheeler Limited

We are a renowned entertainment experience and solutions provider.

Job Summary

Key Responsibilities
  1. Oversee and manage the Reliability team to provide technical support to our retail stores globally, 24/7.
  2. Regularly assess team performance and identify areas for improvement.
  3. Develop processes to ensure the team's scalability and alignment with company growth.
  4. Maintain the team's technical skills and respond to technical requests from stores in a timely manner.
  5. Establish metrics to measure team performance, such as first response time and average resolution time.
  6. Provide suggestions to enhance the reliability of technologies in our retail stores.
  7. Ensure the Reliability team can support stores during technology changes.
  8. Offer technical advice or solutions to the team during escalations.
  9. Lead the team to provide professional technical solutions and communication when working with retail staff.
Additional Responsibilities
  1. Provide technical solutions for system implementation in existing stores and new store build-outs.
  2. Execute system updates to existing stores, working efficiently and creatively in a problem-solving environment.
  3. Offer technical solutions for new store build-outs, collaborating with hardware or software vendors as needed.
  4. Ensure the system runs smoothly in retail stores, being on-call to provide workaround solutions to the technical support team and retail team for returning business.
  5. Plan and execute system tests, including Windows/hardware firmware/bios version updates or other system configurations.
  6. Engage with store teams and retail partners in live chat to gather details and provide top-notch assistance.
  7. Communicate with internal team members on issues encountered and document findings in our system for future enhancements.
Requirements
  1. Experience in managing technical support teams, with a wide range of technical knowledge and skills for solving technical issues in stores, including network infrastructure, workstations/laptops, Windows, and 3rd party applications.
  2. Attention to detail for correlating information/errors from logs and dashboards to conclude root cause analysis and derive solutions/workarounds.
  3. Good communication skills, resourcefulness, organization, and a willingness to learn.
  4. Help Desk, Customer Support, or Technical Support team management experience is a plus.


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