General Information

Req #
WD00042878
Career area:
Services
Country/Region:
Canada
State:
Ontario
City:
Markham
Date:
Tuesday, November 1, 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

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!

Job Responsibilities

  • Resolve complex, collaborative calls working with Level 3 teams and Hardware/Software development teams, as well as hardware problem determination and hardware services delivery providers
  • Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution
  • Generate accurate, high quality trouble ticket, incident documentation, and knowledge base updates, as well as other customer and problem documentation as required
  • Recreate customer issues when needed using logs, system management tools, and industry standard problem resolution tools and protocols
  • Ensure customer incident resolution at industry leading incident closure rates

Position Requirements

  • 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 2 contact center agent

Preferred 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

Additional Locations: 
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