Lenovo

About Lenovo Premier Support Services

Lenovo 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.

Want to hear more on Premier Support? Have a look at what our teams says on Premier Support: https://bit.ly/312wSPq

This a technical role within the Lenovo’s Premier Technical Support team based in Basingstoke, United Kingdom, where you will report to Technical Support Manager. 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 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.

This is a role, where you will cover 12 hrs. weekend shifts (8AM - 8PM) : FR-SAT-SUN or SAT-SUN-MON.

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 Technical Account Management team to monitor and tracks issues to ensure speedy resolution.
• Advises & educates customers through 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 drives 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

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 trainings for personal development 
• An international team with a high focus on Gender Diversity 
• Attractive compensation package and Performance based rewards