Client Description Renowned entertainment experience and solutions provider Job Description Responsibilities 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. Additional Responsibilities 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 be 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. Job Requirements Requirements 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.
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