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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
Position Description:
- Serve as the primary point of contact for SSG Premium Services hardware, storage, software, and overall problem resolution, interfacing and collaborating with Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
- Ownership of storage, all software, hypervisor, configuration, infrastructure, and usability issues
- Resolve complex, collaborative calls working with Level 3 teams and HW/SW development teams, as well as hardware problem determination and hardware services delivery providers
- Ensure customer incident resolution at industry leading incident closure rates
- Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution
- Accurately diagnose problem severity levels and prioritize call loads appropriately
- Recreate customer issues when needed, using logs, system management tools, and industry-standard problem resolution tools and protocols
- Generate accurate, high-quality trouble ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required
Position Requirements:
- One to Five years of contact center experience in similar Intel-based hardware environments
- Prior experience as a Level 2 enterprise server support engineer
- Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between componentry and the data flow
- o Networking troubleshooting skills (i.e. Internet protocols)
- o Software oriented troubleshooting from the Operating System level
- Storage troubleshooting knowledge/skills (software-defined storage in Azure Stack, NetApp)
- Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems
- Deep technical expertise in industry-standard systems management tools