Lenovo

Key Activities:

1. Interface with customers, Level 1 /2 technical support, and internal Sales teams to drive technical resolution plans for escalated field issues, with key focus on delivering a positive customer experience.

2. Perform problem determination and defect root cause isolation by analyzing hardware diagnostic & OS logs.

3. Derive technical action plans with urgency to restore production for outages or severe customer-impacting situations.

4. Setup systems with customer configuration in the lab to replicate reported field failures.

5. Instrument lab debug equipment (e.g. oscilloscope, analyzers) to isolate and debug complex failures.

6. Develop field action plans to address design/quality issues which have affected customers including: Stop ships, field communications (Service Tips and Notable issues), Engineering Change (EC) generation, and rolling Field Replaceable Unit (FRU) stock when necessary

7. Travel to provide on-site assistance to resolve critical situations (when required).

Position Requirements:

Required

- Bachelor’s Degree in Technical Discipline (e.g. Engineering, Computer Science, Information Technology)

- Hands-on experience with Intel x86 and/or AMD servers

- Servers Hardware Architecture / PC Architecture

- Relevant experience performing server hardware problem determination and troubleshooting

- Strong written and oral skills (English fluency)

- client-facing customer support experience

Preferred

- Bachelor’s Degree in Engineering (e.g. Electrical, Mechanical, or Computer) or Computer Science

- 1-2 years of experience in Development, Manufacturing or Product Engineering or Customer technical support role

- 1-2years of experience working in the design, development and/or support of x86 or AMD servers

- Knowledge of networking protocols and/or Operating Systems (Windows, Linux or VMWare)

-  Knowledge RAID and Storage subsystems

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