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!

We’re looking for a Services Support Engineer within the Solution and Services Group (SSG) at Lenovo. The Ideal candidate will have strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents. You’ll be part of an extremely versatile team of Technical Support Engineers and Leads whom help drive excellence service to our clients and customers. In this role you will be providing live call center technical support using multiple systems, including phone, chat and eTicketing. You will apply your knowledge of hardware and software technology to accurately diagnose problem severity levels and prioritize call loads appropriately. Shift assignment plus weekend and holiday coverage may be required.

Principle Duties and Responsibilities

• Monitoring Premier support queues and assigning the incidents before missing Response time SLAs
• Tickets are to be assigned to respective Support Engineers according to the required skills sets
• Follow up with the engineer for closing the tickets that are going to be SLA breached
• Assigned tickets, which are out of scope to the Service Desk/Other Teams.
• Review Daily Report on eTickets/Chat/Problem tickets and SLA status
• Shift Handover to Next Queue Manager following the FTS process (Follow the Sun) where required
• Review high number of repeated incidents, relate the incidents with Parent incidents and cancel the duplicate incident, and document on the parent ticket
• Work with other geographies to assist in enhancing process, escalate to Team leads, Management, and /or SDM for taking action against bouncing tickets
• Technically Support intake eTicketing and chat functions as a secondary “overflow” agent to support the NA Premier support team
• Ability to multi-task in a high-paced environment and support the team as needed

Basic Requirements

• SLA Metric and measurement
• Technical knowledge in a variety of disciplines
• Process knowledge and support scope
• Inter team SPOC
• Incident Categorization
• Entire team Skillset Matrix
• Technology-specific SME for Tech assistance
• 3+ years of direct contact center experience in similar Intel or AMD based hardware environments
• 3+ years of troubleshooting from a solution level for appropriate data collections (logs) and isolation
• 3+ years of network troubleshooting experience
• 3+ years of experience as a Level 1/2 contact center agent

Preferred Technical Requirements

• Technical knowledge of VMware, Microsoft, Red Hat and SUSE operating systems
• Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud)
• NetApp: NCDA, NCIE
• Hyperconverged Technologies: Nutanix, Azure, VSAN, etc.
• Containers: Rancher, Kubernetes, Docker, Tanzu
• Nutanix: NCA, NCP-MCI, NCM-MCI
• VMware: NCP-DCV, NSX, vSAN