Service Manager / Engineer

Unity Partners

  • Hong Kong
  • Permanent
  • Full-time
  • 7 days ago
  • Apply easily
The CompanyA well-established IT services provider, recognized for delivering enterprise-grade infrastructure and managed solutions to clients across diverse sectors, including government and commercial enterprises. The company is known for its commitment to service excellence and innovation in IT systems and support.The TeamYou'll be joining a high-performing technical support team that specializes in mission-critical systems including virtualization, storage, networking, and hybrid cloud technologies. The team is passionate about delivering timely and effective IT support while continuously striving to enhance technical capabilities and service quality.Job Responsibilities:
  • Provide technical support to customers to troubleshoot and fix technical problems of IT systems covering servers, storage, virtualized platforms, HCIs, backup & recovery, network solutions, Windows and Linux systems, and popular system management tools.
  • Identify and resolve customers' problems effectively and efficiently to help customers restore their IT services in a timely manner.
  • Lead in efficient communication and coordination with customers and vendors to resolve complex technical problems for quick resolution.
  • Lead and coach a team of support engineers to provide high-quality support to our customers, ensuring meeting committed SLAs.
  • Manage and ensure proper closure of support cases following ISO20000 guidelines.
  • Chart the technical development of team members to meet new needs in IT solutions.
  • Provide support in presales activities including solution presentation, proposal composition, and demonstration.
Job Requirements:
  • Degree in IT or relevant qualifications.
  • More than 7 years of IT experience in Customer Service & Support with at least 2 years in a supervisory role.
  • Solid experience in Server Virtualization platforms (e.g., VMware), Storage Systems (e.g., NetApp), backup & restore solutions, Windows Server, Linux, networking products, and popular system management tools.
  • Excellent communication and interpersonal skills.
  • Experience in supporting Government customers with their IT systems is a definite advantage.
  • Candidates with less experience will be considered for Service Engineer (Fresh graduates in IT or Cybersecurity disciplines are welcome!)
Attractive compensation packages, including shift allowances, will be offered to successful candidates.The ContactInterested candidates, please send your CV to angus.fan@unity-partners.com

Unity Partners