Lenovo

At Lenovo, we are focused on a bold vision to deliver smarter technology for all, we are developing world changing technologies that create a more inclusive, trustworthy, and sustainable digital society. By designing, engineering, and building the world’s most complete portfolio of smart devices and infrastructure, we are also leading an Intelligent Transformation - to create better experiences and opportunities for millions of customers around the world. Join us in defining our world of tomorrow and creating smarter technology for all!

Premier Technical Support is a new and exciting Lenovo division. As a Premier Technical Support Specialist, you will work with customers in resolving technical issues beyond the standard level one support most provide. 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 is a technical role within the Premier Technical Support team based in Morrisville, NC.

Job Responsibilities:

• 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 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