Premier Technical Support Specialist - - 47647

General Information

Req #

WD00044753

Career area:

Services

Country/Region:

United States of America

State:

North Carolina

City:

Morrisville

Date:

Wednesday, November 30, 2022

Working time:

Full-time

Additional Locations:

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

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 based in Morrisville, NC. 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 temporarily full-time supplemental for the first three months. During this time, your performance will be evaluated. Once the term of three months has been completed and your evaluation has been completed, you will move into a full-time regular position.

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 customers 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.

Experience with Windows Operating Systems, Microsoft Products, and Command line troubleshooting
Knowledge/Experience with Network Hardware/Software setup and troubleshooting, including wireless networks
Experience working with Workstations and RAID Storage Arrays
Experience with computer Peripherals and their interfaces
Experience with PC Products (Desktop, Notebook, and Tablets), experience with Lenovo hardware is a plus
Proven troubleshooting skills
Quick learner with a proven ability to learn new and changing technologies
Multi-tasker with the ability to prioritize in a fast paced, dynamic work environment
Experience within an IT Services environment

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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.