Job ref no.: CT3127825-01#5388

Account Support Manager (IT Enterprise Solution)

ASK IT Limited

 

Responsibilities:

  • Assesses and advises clients on the level of risk run by its critical infrastructure
  • Recommends the changes to operate on the infrastructures of their data centers; to improve availability, guarantee supportability and optimize operational risk in agreement with the client
  • Build the Account Support Plan (ASP) with the client at the start of the contract, to agree on the deliverables to be supplied, and to formalize what is delivered. This remains in accordance with what was purchased by the customer until the expiration of the contract
  • Organize and lead the Steering Committees with the client and the account team
  • Present, before the renewal of the support contract, the added value of the proactive actions carried out, with the objective of customer satisfaction and loyalty
  • Implement support automation tools and services
  • Organize the technical services included in the contractual deliverables and be the first interlocutor involved in the context of an elevation or technical escalation at the customer, to ensure the interface between the different parties until the problem is resolved
  • Detect any new need in the customer and escalate it to the sale
  • Being the voice of the Company at the customer, but also being the relay of the customer to Company
  • Be responsible for the visibility, internally, of the actions planned, carried out and to come
  • Regular presence at the customer makes you a known and recognized contact for decision-making interlocutors. As a result, you will even be able to promote the Company service portfolio to meet the new needs of your customers and thus participate in revenue growth
  • Occasionally be asked to share good practices, do tutoring, carry out workshops, train or transfer your skills, create, and maintain technical procedures to your peers

Requirements:

  • Degree in IT or related disciplines
  • 2-5 years working experience in Technical Support;
  • Candidates with PMP or Prince 2 ITIL Foundation Certification will be an advantage
  • Solid knowledge in Unix and WinTel platform environments, web technology, job scheduling, storage, backup and monitoring tools
  • Excellent written and verbal communication ability in both Chinese and English
  • The willingness to learn the technical skills needed to manage our computer system
  • Excellent client management skill and able to prioritize, multi-tasks and follow established procedures to attain positive results when resolving customer issues

Permanent Hong Kong Resident is preferred.

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More job information
Job ref no. CT3127825-01#5388
Salary
Job Function
Industry
Location
  • Eastern District
Employment Term
  • Permanent
  • Full-time
Experience
  • 2 years - 5 years
Career Level
  • Middle management level
Education
  • Degree