Lenovo

This newly created Level 2 Premier Technical Support Specialist role is primarily a senior technical role and will work within Premier Technical Support team, interacting with the Lenovo Product & Quality teams, Delivery Partners as well as corporate customers to identify fault trends & technical fixes that lead to resolution plans within the client product (notebooks, desktops & tablets) install base. This activity will include, working on escalations from Level 1 support teams as well as specific cases identified by the quality and Resolution Management teams. You will also act as a Technical Mentor to Level 1 Support technicians. 

In this role, you will report to EMEA Premier Delivery Regional Manager.

 
Day-To-Day Tasks: 

• Assist level 1 technicians and customers by diagnosing problems and providing resolutions for technical and service issues 
• Provide coaching and mentoring to level 1 technicians 
• Troubleshooting to identify products that are defective
• Advise & educate customers through procedural guideline documentation to ensure a solution to their technical issues
• Recreate, identify and provide input on recurring, systemic or high complexity customer problems and share that information with other technical teams when relevant
• Working with the CritSit team to monitor and track issues to ensure accurate resolution 
• Occasionally distributes pertinent cross-functional technical information to Sales, Resolution Managers, Customer Care & Partners 
• Effective communications to key stakeholders (internal and external)
• Deep Dive appraisals of NPI and service offerings needed 
• Identify tools and automation opportunities

Key Competencies Needed: 

• Advanced Knowledge on Windows Operating Systems and MS Products 
• Proven ability to troubleshoot hardware issues across notebooks, desktops, workstations and IoT devices. 
• Effective communication skills at all levels - written and verbal 
• Superior customer service skills 
• Able to use advanced problem solving skills and methodologies 
• Proven ability to learn new and complex technology 
• Able to prioritize in a fast paced, dynamic work environment 
• Ability to commit and hold to delivery dates, but also work with agility and speed to respond to short-notice requests 
• Effectively transfer thoughts and expresses ideas verbally in individual or group situations 
• Business Fluent English and French

 
Candidate Pre-Requisites: 

• 5+ years of experience in Client Technical Support roles. 
• Experience within IT Services and Working with Field Service Providers