Technical Solutions Lead

9 hours ago

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

Classy Wheeler Limited seeks a skilled Technical Solutions Lead to join its team. As a key member of the company, you will play a crucial role in ensuring the seamless operation of our retail stores worldwide.

About the Role

This position is responsible for managing and operating the Reliability team, providing technical support to our global retail stores around the clock. Key responsibilities include:

  • Overseeing the Reliability team to ensure timely and effective technical support to our retail stores.
  • Evaluating team performance and identifying areas for improvement.
  • Developing scalable processes to align with the company's growth objectives.
  • Maintaining the team's technical skills and responding promptly to store requests.
  • Establishing metrics to measure team performance, such as first response time and average resolution time.
  • Providing suggestions to enhance technology reliability in our retail stores.
  • Ensuring the Reliability team can support stores during technology changes.
  • Offering technical guidance and solutions to the team during escalations.
  • Leading the team to deliver professional technical solutions and communication to retail staff.

You will be required to work shifts, including nights and weekends, to meet the needs of our global operations.

Additional Responsibilities

In addition to the above responsibilities, this role involves:

  • Providing technical solutions for system updates in existing stores and new store build-outs.
  • Executing system updates to existing stores while working creatively in a problem-solving environment.
  • Delivering technical solutions for new store build-outs, collaborating with hardware or software vendors as needed.
  • Ensuring the smooth operation of systems in retail stores, being on-call to provide workaround solutions, investigating and documenting permanent fixes.
  • Coordinating system test planning for Windows, hardware firmware, BIOS version updates, or other system configurations.
  • Executing update plans for our Hong Kong store and all global stores.
  • Engaging with store teams and retail partners via live chat to gather details and provide top-notch assistance.
  • Communicating with internal team members regarding issues encountered.
  • Documenting findings in our system to benefit other team members and contribute to future enhancements.

We estimate the annual salary for this role to be approximately $110,000 USD, based on industry standards and the demands of the position. This figure may vary depending on individual qualifications and experience.

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