General Information

Req #
WD00047526
Career area:
Services
Country/Region:
United Kingdom
State:
Renfrewshire
City:
Renfrew
Date:
Thursday, December 22, 2022
Working time:
Full-time
Additional Locations: 
* United Kingdom

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements


This a technical role within Lenovo’s Premier Technical Support team based in Renfrew - Glasgow, United Kingdom. In this role, you will be delivering best-in-class support to Lenovo’s Premier Support customers. Over phone and email, you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops & tablets) maintaining high first-time fix rates and dispatching parts engineers to the site as needed to perform repairs. Supported by a team of Technical Account Managers you will oversee cases end-to-end with exceptional case management, follow-up, and customer communication. 

 
In this role, you will be based in our Glasgow office with our Premier Technical Support team and directly reporting to Technical Support Manager. 
 
Day-To-Day Tasks: 


  • Assists customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation 
  • Identifies the cause of hardware/software faults and provides a solution 
  • Resolve over phone or email or onsite via parts and engineer dispatch 
  • Working with the Technical Account Management team to monitor and tracks issues to ensure a speedy resolution. 
  • Advises & educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues. 
  • Provides input on recurring customer problems and shares that information with other technical team members when relevant. 
  • Monitors own ‘open case’ workload and drive to closure. 

Key Competencies needed: 


  • 3+ years of experience in Client Technical Support roles. 
  • Experience within IT Services and Working with Field Service Providers 
  • Working Knowledge on Windows Operating Systems and MS Products 
  • Proven ability to troubleshoot both hardware and software across client products (notebooks, desktops, tablets) 
  • Effective communication skills at all levels - written and verbal 
  • Business Fluent English 
 
Want to hear more on Premier Support? Have a look at what our teams say on Premier Support: https://bit.ly/312wSPq 

What Lenovo can offer You: 

  • An open and stimulating environment within one of the most forward-thinking IT companies  
  • Opportunities for career development & growth  
  • Access to training for personal development  
  • An international team with a high focus on Gender Diversity  
  • Attractive compensation package and performance-based rewards  




About Lenovo Premier Support Services 

Lenovo's first-class Premier Support provides direct access to skilled and experienced Lenovo technicians offering comprehensive hardware and software support. Our expert troubleshooters have the advanced technical know-how and systems knowledge to quickly provide solutions and advice that will keep your hardware and software operating at optimal efficiency. 
 
About Lenovo  

Lenovo is a $46 billion global Fortune 500 company and leader in providing innovative consumer, commercial and enterprise technology. Our portfolio of high-quality, secure products and services covers PCs, workstations, servers, storage, smart TVs and a family of mobile products like smartphones, tablets, and apps. Everyone here at Lenovo is an integral part of the company, working together, across continents, cultures and innovations, all comprised in a friendly, fast-paced, work environment that focuses on one common goal: to be known as the best in what we do. 


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.
* United Kingdom

Additional Locations: 
* United Kingdom
* United Kingdom
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