General Information

Req #
WD00025424
Career area:
Services
Country/Region:
New Zealand
City:
Auckland
Date:
Tuesday, June 21, 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

Lenovo Premier Support provides best-in-class support with highly skilled Premier Support Engineers delivering advanced troubleshooting and end-to-end case management through to issue resolution. Website address https://www3.lenovo.com/au/en/services-warranty/premiersupport/

This is a highly technical customer focused role within Premier Support, Lenovo’s highest-level service offering for our commercial range of laptops,
desktops, tablets and smart office devices.

Based in Sydney, our high performing team were the first to launch Premier Support globally and are now considered a flagship and a role model for other Premier Support teams around the world, deliver best-in-class support to Lenovo’s Premier Support customers throughout Australia and New Zealand.


Over phone and email you will deploy advanced troubleshooting and exceptional customer service skills to diagnose and resolve faults, and where necessary, dispatch parts and field engineers to site to conduct NBD repairs.


You will oversee every case from start to finish demonstrating exceptional case management, follow up and communications to ensure the highest levels of customer satisfaction.


You will be supported by a team which includes L2 and L3 senior engineers, a dedicated Technical Trainer and Quality Assurance coach and a team of Technical Account Managers and Technical Support Managers.


As a member of a rapidly expanding team you will be well positioned for personal and professional growth with a variety of secondary and tertiary roles such as those mentioned above and more.



Key Competencies Needed:

  • Working knowledge of Windows OS and MS Products
  • Experience diagnosing a broad range of hardware/software faults
  • Experience supporting Desktops, Laptops and Tablets
  • High attention to detail and exceptional quality control
  • Able to problem solve and think laterally
  • Effective verbal/written communications and customer skills
  • Exceptional case ownership and ability to develop solid action plans
  • Proven ability to learn and support new and complex technologies
  • Ability to prioritise in a fast-paced, dynamic work environment

 


Candidate Pre-Requisites
Previous Experience:
  • 3+ years of experience in a similar Technical Support role
  • Applicants must be Australian Citizens or Permanent Residents
  • Experience within IT Services and Working with Field Service Providers
  • We will consider remote work arrangements for candidates who are based outside of Sydney with prior remote work experience.


Qualifications:
  • Desirable Certifications - MCSE, MCP, CCNA, A+ or qualification in a relevant field - or Industry Technical Certifications from a Tier 1 IT Vendor

Additional Locations: 
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