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Staff Technical Support Engineer
3 meses atrás
Req #: WD00069398
Career area: Software Engineering
Country/Region: Brazil
State: São Paulo
City: Sao Paulo
Date: Tuesday, August 6, 2024
Working time: Full-time
Why Work at LenovoWe are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit and read about the latest news via our StoryHub.
Description and RequirementsThe Lenovo Infrastructure Solutions Group (ISG) Premium Services Support Engineer is a critical member of the Lenovo ISG Services Delivery team. Strong technical skills, complex problem isolation skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents. Contact Center Engineers must resolve the most complex customer problems, often collaborating with OEM software and hardware Level 3 support teams.
ISG Services Contact Center Support Engineers must be experienced remote support engineers within a direct contact center environment. Engineer must have strong technical troubleshooting skills in networking, storage, and various OS's. Industry leading certifications, with comprehensive server software problem resolution skills for major OEM server operating system software and hypervisors, as well as sophisticated hardware tuning, configuration, and performance management skills are required. Strong network infrastructure and security skills. Excellent language and customer service skills are essential to this position. Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role play interviewing and hands-on problem recreation and problem resolution testing.
Key Responsibilities:
- Serve as the primary point of contact for ISG hardware, software, and overall problem resolution.
- End-to-end case management.
- Provide live call center technical support using multiple systems, including phone, chat and eTicketing.
- Interface and collaborate with peer Geo Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
- Ownership of all software, hypervisor, configuration, infrastructure, and usability issues.
- Resolve complex, collaborative calls working with Level 3 teams and Hardware/Software development teams, as well as hardware problem determination and hardware services delivery providers.
- Ensure customer incident resolution at industry leading incident closure rates.
- Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.
- Accurately diagnose problem severity levels and prioritize call loads appropriately.
- Recreate customer issues when needed using logs, system management tools, and industry standard problem resolution tools and protocols.
- Generate accurate, high quality trouble ticket, incident documentation, and knowledge base updates, as well as other customer and problem documentation as required.
- 3+ years of direct contact center experience in similar Intel and AMD based hardware environments.
- Prior experience as a Level 2 contact center agent.
- Experience troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between component and the data flow.
- Shift assignment plus weekend and holiday coverage may be required.
Additional / Preferred Skills:
- Network troubleshooting experience.
- Technical knowledge of VMware, Microsoft, Red Hat and SUSE operating systems.
- Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud).
- VMware: VCP6-DCV, VCIX6-DCV strongly preferred.
- Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud).
- SUSE: SCA, SCE, CLP, Rancher.
- Nutanix: NCA, NCP-MCI, NCM-MCI.
- NetApp: NCDA, NCIE.
- Containers: Rancher, Kubernetes, Docker, Tanzu.
- Hyperconverged Technologies: Nutanix, Azure, VSAN, etc.
- Intermediate English and Spanish level preferred.
