Technical Support Manager

Stratacache Asia Pacific is looking for a Technical Support Manager to join their operations in their Malaysia. The successful candidate will be part of the frontline technical support team. You will also help us continually prove our value to our customers, as you troubleshoot and resolve their technical issues.

Experience: 2-4 Years

Key responsibilities

• Lead, manage and provide guidance on the day-to-day activities of the support team.
• Guide initiatives and continually develop technical team members.
• Maintain a high degree of customer satisfaction.
• Provide leadership in problem-solving, including proposing and discussing fixes, giving advice and educating customers.
• Manage customer escalations both online and by phone and at times at client site.
• Develop and administer schedules and performance requirements.
• Implement strategic change for knowledge management, customer centric support and issue problem-solving.
• Communicate with management from the sales, services, engineering, product solutions and support team when necessary to prioritise customer requests.

Core Competencies

• Previous experience as a Service Desk Analyst and with IT Service Management / Ticketing systems.
• Experience providing hardware support (Desktops, Laptops, Networks (LAN/WAN, Routers, Switches, Firewalls).
• Experience in working in a customer focused environment.
• Ability to work unsupervised, to a high standard and have excellent organisational & problem-solving skills.
• Have excellent communication skills both written and verbal with a friendly and professional phone manner and strong customer service focus.
• Willingness to learn and focus on results.
• Able to work under pressure, keep things simple, demonstrate patience and creativity and possess conflict management skills.
• Demonstrate a high level of customer focus and empathy.
• Strong Teamwork and communication / information sharing.
• Any experience in Servers (Wintel, SQL, VMware) and Storage Technologies will be highly regarded.
• Certifications such as ITIL, MCSE or MCITP, CCNA will be highly regarded.
• Some travel may be required.
• Ability to work in a fast-paced environment.

Other Skills

• Displays a positive attitude.
• Minimum of 2 - 4 years relevant experience.
• Team management experience.
• Industry knowledge is an advantage (Digital signage).
• Clearly articulate ideas and thoughts verbally.
• Accurately prepares written business correspondence that is coherent, grammatically correct, effective and professional.
• Values clients and responds to their needs as they arise.
• Establishes harmonious working relationships with team members.
• Actively applies feedback received to day-to-day work and strives to improve performance.
• Complies with all of our policies and procedures.