Store Systems Support Specialist

4 days ago


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

System Support Role

We have an exciting opportunity for a highly motivated and experienced System Support specialist to join our team at Classy Wheeler Limited. In this role, you will be responsible for managing and operating the Reliability team to provide technical support to our global retail stores.

Key Responsibilities
  1. Oversee the Reliability team in providing technical support to our retail stores around the clock.
  2. Regularly evaluate the team's performance and implement improvements to processes and individual performance.
  3. Develop and maintain processes that enable the team's technical skills to keep pace with company growth.
  4. Work closely with the team to develop metrics to measure performance and respond to technical requests from stores.
  5. Contribute to enhancing technology reliability in our retail stores.
  6. Ensure the Reliability team can support stores during technology changes.
  7. Offer technical guidance and solutions to escalations and lead the team in delivering professional technical solutions and communication.

Additional Responsibilities

  1. Develop and implement technical solutions for Windows, Networking, and Hardware in existing and new stores.
  2. Implement system updates in existing stores, using creative problem-solving techniques.
  3. Provide technical solutions for new store build-outs and collaborate with hardware/software vendors as needed.
  4. Ensure system stability in retail stores and be available to provide temporary fixes to technical support and retail teams.
  5. Plan and execute system testing for Windows/hardware firmware/bios version updates or other system configurations.
  6. Communicate with store teams and retail partners via live chat to gather information and provide top-notch assistance.
  7. Document findings to benefit other team members and contribute to future enhancements.

Requirements

  1. Extensive experience in managing technical support teams, with expertise in network infrastructure, workstations/laptops, Windows, and 3rd party applications.
  2. Exceptional communication skills, with a proven ability to problem-solve and learn.
  3. Proven track record of successfully managing Help Desk, Customer Support, or Technical Support teams.


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