System & Infrastructure Engineer

Job Requirements Has a wide range of technical knowledge and skills for solving the technical issues in the store, including network infrastructure, workstation/laptop computers, Windows, platform developed by our client and 3rd party applications. With the range of technologies to be supported, someone who is detail-minded is also required for correlating information/errors from logs and dashboards to conclude root cause analysis and derive solutions/workaround. Good communication skill is resourceful, organized and willing to learn is also a must. You will work independently in keeping track of issues and communicate professionally with retail staff in English. You will be working in shifts, including at night and/or on weekends. Some Help Desk, Customer Support or Technical Support experience will be a plus. You should be opened to researching and solving completely new technology challenges nobody has solved before. Job Duties: You’ll be responsible for 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. You will be taking care of the following functional scopes: 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 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 updated 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.