Lenovo

This newly created Level 2 Premier Technical Support Specialist role is primarily a senior technical role. It will work within the Premier Technical Support team, interacting with the Lenovo Product & Quality teams, Delivery Partners as well as corporate customers to identify fault trends & technical fixes that lead to resolution plans within the client product (notebooks, desktops & tablets) install base. This activity will include, working on escalations from Level 1 support teams and specific cases identified by the quality and Resolution Management teams. You will also act as a Technical Mentor to Level 1 Support technicians. You will report to Technical Support Manager - Premier Support.

Day-To-Day Tasks:

• Assists level 1 technicians and customers by diagnosing problems and providing resolutions for technical and service issues
• Provide coaching and mentoring to level 1 technician
• Troubleshooting to identify products that are defective
• Advises & educates customers through procedural guideline documentation to ensure a solution to their technical issues
• Recreates, identifies, and provides input on recurring, systemic, or high complexity customer problems and shares that information with other technical teams when relevant
• Working with the CritSit team to monitor and track issues to ensure accurate resolution
• Occasionally distributes pertinent cross-functional technical information to Sales, Resolution Managers, Customer Care & Partners
• Effective communications to key stakeholders (internal and external)
• Deep Dive appraisals of NPI and service offerings needed
• Identify tools and automation opportunities

Key Competencies Needed:

• Advanced Knowledge of Windows Operating Systems and MS Products
• Proven ability to troubleshoot hardware issues across notebooks, desktops, workstations, and IoT devices.
• Effective communication skills at all levels - written and verbal
• Superior customer service skills
• Able to use advanced problem-solving skills and methodologies
• Proven ability to learn new and complex technology
• Able to prioritize in a fast-paced, dynamic work environment
• Ability to commit and hold to delivery dates, but also work with agility and speed to respond to short-notice requests
• Effectively transfer thoughts and express ideas verbally in individual or group situations
• Business Fluent English

• 5+ years of experience in Client Technical Support roles.
• Experience within IT Services and Working with Field Service Providers

Want to hear more on Premier Support? Have a look at what our teams say on Premier Support.

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 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.