Lenovo

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge.

We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere.

The one thing that’s missing? Well… you...

Description And Requirements

You Key Responsibilities:

• Strong teamwork and global collaboration
• 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

Requirements:

• 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, Spanish or French - verbal and written
   

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.