System Support Lead / System & Infrastructure Engineer - IC

• Managing and operating the Reliability team to provide technical support to our retail stores all around the world, round the clock.
• Periodically gauge the team’s performance and determine necessary improvements for individuals or the processes.
• Define processes or look for solutions to make sure the team is scalable and align to the company growth.
• Ensure the team’s technical skills are up to standard and respond to technical requests from our stores in a timely manner.
• Define metrics to measure the performance of the team, e.g. first response time, average resolution time.
• Provide suggestions to enhance reliability of the technologies running in our retail stores.
• Ensure the Reliability team is capable of supporting the stores when there is technology change.
• Provide technical advice or solutions to the team when escalations arise.
• Manage a team to make sure technical solutions provided and communication are professional when working with retail staff. You will be working in shifts, including at night and/or on weekends.

• Providing the technical solution of the system in terms of Windows, Networking or Hardware to existing stores and the new store build out.
• Execute the system update to existing stores. Work smart and creative in a problem-solving environment.
• Provide technical solutions for the new store build out. You will be able to talk to the hardware or software vendors to find out the solution.
• Ensure the system runs well in the retail store. You will be required to on-call to provide the workaround solution to the technical support team and retail team for returning business. Investigate and document permanent solutions afterward.
• Arrange system test planning in terms of Windows/hardware firmware/bios version update or any other configuration of the system. Execute the update plan to our Hong Kong store and all global stores.
• You'll be responsible for engaging our store teams and retail partners in live chat to gather necessary details and provide top-notch assistance. You’ll also be communicating with other internal team members on issues you encounter.
• You will document the details of your findings in our system to benefit other team members and contribute to future enhancements.

• Experience in managing technical support teams. A wide range of technical knowledge and skills for solving the technical issues in the store, including network infrastructure, workstation/laptop computers, Windows, and 3rd party applications would be a plus.
• Detail-minded is also required for correlating information/errors from logs and dashboards to conclude root cause analysis, and derive solutions/workaround.
• Good communication skills, is resourceful, organized and willing to learn is also a must.
• Help Desk, Customer Support or Technical Support team management experience will be a plus.

• Wide range of technical knowledge and skills for solving the technical issues in the store, including network infrastructure, workstation/laptop computers, Windows, and 3rd party applications.
• Detail-minded is also required for correlating information/errors from logs and dashboards to conclude root cause analysis, and derive solutions/workaround.
• Good communication skills, is resourceful, organized and willing to learn is also a must. You will work independently in keeping track of issues and communicate professionally with retail staff in English.
• Some Help Desk, Customer Support or Technical Support experience will be a plus.

Classy Wheeler