General Information

Req #
WD00034586
Career area:
Services
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Monday, November 14, 2022
Working time:
Full-time
Additional Locations: 
* United States of America - North Carolina - Morrisville - Mobile

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

At Lenovo, we are focused on a bold vision to deliver smarter technology and service 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!


Smart Managed Services Support (SMS) is a new and exciting Lenovo division. As a SMS 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 Smart Managed Services Technical Support team.

This role will be located at our headquarters in Morrisville, NC and will be required to be in-office 3 days per week. 


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 other team members to monitor and track issues to ensure accurate resolution
• Actively monitor case workload and drive closure within SLA’s

Required Qualifications
• Degree in IT/Computer Science or related technology field, or equivalent experience
• 1-3 years of experience in troubleshooting hardware (Desktops, Workstations, Laptop, Tablet, ect.)
• 2+ years of experience in troubleshooting software/OS (Windows OS, Linux, MacOS, Android, iOS)
• 1-3 years of experience in Hardware support

Preferred Qualifications

• Ability to work 2nd/3rd shift HIGHLY PREFERRED
• Demonstrate excellent written and verbal communication skills
• Superior customer service skills
• Ability to work effectively in a team setting
• Able to prioritize in a fast paced and dynamic work enviorment
• Proven ability to learn new and complex technology
• Ability to be adaptable and coachable

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.
* United States of America
North Carolina

Additional Locations: 
* United States of America - North Carolina - Morrisville - Mobile
* United States of America - North Carolina - Morrisville - Mobile
* United States of America - North Carolina
* United States of America
Go back