Technical Support Engineer

Key Responsibilities:

1. Capable to conduct in-person and online training.
2. Conduct technical training for the internal field support team to enable our engineers to be equipped with up-to-date support knowledge.
3. Conduct end-user training for the company's clients, get them familiar with the system, and manage to operate it.
4. Create, maintain, update or compile the training syllabus in referring to the checklist/documentation/knowledge provided from the Technical Department Teams.
5. Work as a technical knowledge transfer focal between the company clients and the operation team. Provide business support for ongoing projects and operation teams' daily support.
6. Coordinate with all account managers, project managers, and service delivery managers for any new updates, changes, or new implementation of the respective account/systems.
7. Assist Project Manager / Account Manager to perform functional and technical tests based on the project/deployment requirement. Update/compile all the test results promptly and accurately.
8. Manage the training documents as required and comply with ISO20000 Audit annually. As a process owner for Hard Skill Training Unit (Resources management) and maintained the Failure Mode Effects Analysis - FMEA (ISMS) for the unit.
9. Able to work independently, self-starter, proactive, multi-tasking, and has a deep desire to learn.
10. Process teamwork spirit, positive attitude, good discipline, and high adherence to SOP set by the management.

Key Requirements:

1. Diploma or Bachelor’s degree in Education, Business, Information Technology, or related field (or equivalent work experience).
2. 3+ years of experience in training, preferably in a retail or petrol station environment; experience with automation tools or POS systems is highly desirable.
3. Familiarity with retail automation tools (e.g., fuel management systems, POS systems, inventory tracking) and related software.
4. Excellent verbal and written communication skills, with an ability to simplify technical concepts for non-technical users.
5. Proven experience designing and delivering engaging training programs; strong presentation and public speaking abilities.
6. Strong troubleshooting skills to help users overcome technical challenges during and after training.
7. Willingness to travel to various petrol station locations as needed for on-site training.
8. Fluency in Mandarin and Cantonese, with the ability to read and write Chinese, as the role involves supporting Chinese-speaking clients and Hong Kong teams.