Lenovo

As a Premier Technical Support Specialist, you will work with customers in resolving technical issues beyond the standard level one support most provide. This position is a technical role within the Premier Technical Support team. In this role, you be delivering our best-in-class support to Lenovo’s customers. As part of your work, you will provide support via email and phone while accurately diagnosing reported problems within our client’s product environment (notebooks, desktops, and tablets), dispatching parts and service to customer sites as needed. You will also be handling customer escalations with support from our Level 2 Engineers and Technical Account Managers as needed. The ideal candidate will be highly technical and have an inner drive to learn even more as part of a growing team.

This position will be a full-time supplemental role for the first 3-6 months. During this time, your performance will be evaluated. Once the term has been completed and your evaluation has been completed, it will be determined if you move into a full-time regular position. To support work-life balance while maintaining a culture of engagement and collaboration, this position follows Lenovo's 3:2 Hybrid Work Model. You will have the option to work up to 2 days remotely and work the remainder of the work week at a Lenovo office or facility.

Daily activities include but are not limited to:

• Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service-related issues

• Troubleshoot to identify hardware and software issues in many different customer environments

• Advise and educate customers through a combination of experience/documentation to ensure a solution

• Translate complex technical details/instructions to each customer’s level

• Provide closed loop feedback on recurring issues with teammates and relevant engineering staff 

• Work with Technical Account Managers (TAM) to monitor and track issues to ensure accurate resolution

• Actively monitor case workload and drive to closure within SLA’s.

Basic Qualifications:

·         Degree in IT/Computer Science or related technology field, or equivalent experience

·         1-3 years of experience in Hardware support

·         1-3 years of experience in troubleshooting hardware (PC, Laptop, Tablet, ect.)

·         1-3 years of experience in troubleshooting software/OS (Windows OS, Linux)

Preferred Qualifications:

·         Demonstrate excellent written and verbal communication skills

·         Professional interpersonal communication and customer service skills to be able to successfully assist customers in a fast-paced enviorment

·         CompTIA A+ Certification

·         3+ years of Call Center experience

·         Experience with Windows OS, Microsoft Products, and Command Line troubleshooting

·         Expereince working with Workstations and RAID Storage Arrays

·         Quick learner with a proven ability to learn new and changing technologies