Technical Support Manager - IC

Classy Wheeler Limited; Hong Kong; On-site; HKD 334,800 - 446,400; Full time

Job summary

An IT consultancy firm in Hong Kong is seeking a qualified professional to provide tier-1 support and develop customer service practices. Responsibilities include managing support for diverse clients, coordinating projects, and fostering team development. Ideal candidates have over 5 years of relevant experience, strong problem-solving skills, and a background in IT. Proficiency in both Chinese and English is advantageous. Join a dynamic team focused on continuous learning and support excellence.

Qualifications

• 5+ years in system integration or related helpdesk support.
• Strong technical background and innovative mindset.
• Good understanding of vendor support workflows is a plus.

Responsibilities

• Provide tier-1 support to end users.
• Manage and develop customer support practices.
• Project coordination and customer issue tracking.

Skills

Tier-1 support

Problem-solving

Interpersonal skills

Communication

Curiosity

Education

University Graduate / Higher Diploma in Computer Science or IT

Tools

Virtualization technologies

SAN Storage solutions

Backup solutions (e.g., Veeam, Commvault)

Job description

Leading IT consultancy in cloud computing solutions

Job Description

• Provide tier‑1 support to end user
• Maintain and develop good support/helpdesk practice to customers
• Maintain the customer support database
• Work as the key subject owner for different customers. Helping customers to follow the opened issues or requests
• Project co‑ordination for different customers
• Continuous develop the support and managed service team
• Work as interface among Presales, Postsales and End‑User
• Maintain an in‑depth knowledge of current market trends, new technologies and consumer demands
• Ad hoc duties as assigned

Job Requirements

• University Graduate / Higher Diploma holder in Computer Science or Information Technology, or related discipline
• 5 years or above working experience in System Integrator or with relevant experience of providing helpdesk and tier‑1 support service
• Strong technical background and innovative with strong curious mindsets
• Experience in support team establishment and Support Development life cycle and process essential
• Willing to learn new technologies and strong problem‑solving skill
• Good interpersonal skills and communication skills, fluent in Chinese, with proficiency in English an advantage
• Below requirements are NOT mandatory but good to have:
  • Good understanding of support workflow of various vendors
  • Good to have technical knowledge on any Virtualization, Server, SAN Storage and Backup Solutions
  • Good to have storage knowledge on any one of Dell/EMC, NetApp, HPE, IBM etc.
  • Good to have server knowledge on any one of HPE, Dell/EMC, Lenovo etc.
  • Good to have virtualization knowledge on any of Hyper‑V, VMware, Citrix
  • Good to have Backup: EMC, Veeam, Commvault, Veritas