Lenovo

Would you like to join our EMEA team at Lenovo as a Technical Support Engineer? You'll be collaborating with a global team. You'll serve as the primary point of contact for ISG hardware, software, and overall problem resolution. In this role you'll be reporting to the EMEA Infrastructure Solutions Group Manager.

What else is waiting for you in this role?:

• Strong teamwork and global collaboration
• 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
• Fluent English and Italian - written and verbal
   

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: VCP-DCV, VCIX-DCV strongly preferred
• Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud, High Availability)
• 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.