General Information Req # 100015415 Career area: Services Country/Region: United States of America State: North Carolina City: Morrisville Date: Tuesday, August 27, 2024 Additional Locations: * United States of America
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$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). 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 Solutions and Services Group (SSG) brings together all of Lenovo's IT solutions and services across PC, infrastructure, and smart verticals, including attached services, managed services, and as-a-Service offerings, into one dedicated organization. By providing a truly global solution that offers everything from pocket to cloud via a single contract under the TruScale brand, we are empowering our customers to transform their vision into value. As a Premier Technical Support Specialist, you will assist customers in resolving technical issues beyond the standard level one support most provide. You will be responsible for providing exceptional technical support to Lenovo's enterprise customers. You will provide support via email and phone by accurately diagnosing reported problems within our client's product environment (notebooks, desktops, and tablets), and are also responsible for dispatching parts and service to customer sites as needed. This position is based in Morrisville, NC. This position will be a full-time supplemental for the first 3-6 months. During this time, the management team will evaluate your performance. Once you have completed the term, you will be evaluated by the management team and a decision will be made on if you will move forward into a full-time regular position. Job Responsibilities:
- Technical support to Lenovo's customers, including troubleshooting hardware and software issues, resolving technical problems, and answering technical questions.
- Communicate effectively with end-users by translating complex technical details/instructions to match each customer's level.
- Collaborate with Level 2 engineers and technical account managers to resolve customer escalations.
- Provide closed loop feedback on recurring issues with teammates and relevant engineer teams.
Basic Requirements:
- Degree in Computer Science, Information Technology, or related field; or equivalent experience
- 2+ years of experience in a client technical support or customer-facing technical role
- 2+ years of experience troubleshooting hardware and software technical issues
- 1+ years of experience working with an IT ticketing system
Preferred Requirements:
- CompTIA certifications (A+, Network+, Security+, etc.)
- MCSE, MCP, CCNA, or TAFE certifications
- Ability to work effectively in a fast-paced, dynamic environment .
- Experience with Windows OS, Workstations, or RAID storage arrays
- Ability to learn quickly with a proven record of learning new and challenging technologies.
- Experience working in a call center type of environment .
- Excellent communication, interpersonal, and critical thinking skills.
If you have a passion for technology and customer support, we encourage you to apply for this exciting opportunity as a Premier Technical Support Specialist within our Solutions and Service Group at Lenovo! In compliance with Colorado's EPEWA, we are accepting applications for this posting on an ongoing basis. 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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class. Additional Locations: * United States of America * United States of America