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Senior Technical Support Engineer
2 meses atrás
About Lenovo:
Lenovo is a global technology leader with a revenue of US$62 billion, ranked #217 in the Fortune Global 500. With a workforce of 77,000 employees worldwide, we are dedicated to delivering exceptional customer experiences across 180 markets. Our mission is to create smarter technology for everyone, and we are expanding our reach beyond being the world's largest PC company into innovative areas that drive the evolution of 'New IT' technologies, including client, edge, cloud, network, and intelligence.
Role Overview:
The Premium Services Support Engineer within the Lenovo Infrastructure Solutions Group (ISG) is an essential member of our Services Delivery team. This role demands strong technical expertise, adept problem-solving abilities, and exceptional communication skills to ensure a superior customer experience while addressing a high volume of complex incidents. As a Contact Center Engineer, you will tackle intricate customer challenges, often collaborating with Level 3 support teams from OEM software and hardware.
Key Responsibilities:
- Act as the primary contact for ISG hardware, software, and overall issue resolution.
- Manage cases from initiation to resolution.
- Provide live technical support through various channels, including phone, chat, and eTicketing.
- Collaborate with Level 1 agents, Level 3 OEM agents, and development teams.
- Take ownership of software, hypervisor, configuration, infrastructure, and usability challenges.
- Resolve complex issues in collaboration with Level 3 teams and hardware/software development.
- Achieve industry-leading incident closure rates while ensuring customer satisfaction.
- Utilize professional communication skills to manage difficult customer interactions effectively.
- Assess problem severity and prioritize workload accordingly.
- Recreate customer issues using logs and system management tools as necessary.
- Produce high-quality documentation for trouble tickets, incidents, and knowledge base updates.
Minimum Qualifications:
- 3+ years of experience in a contact center environment with Intel and AMD hardware.
- Previous experience as a Level 2 contact center agent.
- Proficient in troubleshooting at a solution level, including data collection and architectural analysis.
- Willingness to work shifts, including weekends and holidays as needed.
Preferred Skills:
- Technical expertise in VMware, Microsoft, Red Hat, and SUSE operating systems.
- Certifications such as MCSA and MCSE in server operating systems, infrastructure, and cloud.
- Intermediate proficiency in English and Spanish is preferred.
If you require accommodations to complete this application, please reach out for assistance.
