Level 2 Premier Technical Support Specialist - Future Opportunity (m/f/d)

Level 2 Premier Technical Support Specialist - Future Opportunity (m/f/d)

Lenovo India Private Limited
5-8 years
Not Specified

Job Description



Description and Requirements

This is a future opportunity for Level 2 Premier Technical Support Specialist. This is primarily a senior technical role where you will work within Premier Technical Support team, interacting with the Lenovo Product & Quality teams, Delivery Partners as well as corporate customers to identify fault trends & technical fixes that lead to resolution plans within the client product (notebooks, desktops & tablets) install base. This activity will include, working on escalations from Level 1 support teams as well as specific cases identified by the quality and Resolution Management teams. You will also act as a Technical Mentor to Level 1 Support technicians.

You will report to Technical Support Manager based in Germany.

Day-To-Day Tasks:
  • Assist level 1 technicians and customers by diagnosing problems and providing resolutions for technical and service issues
  • Provide coaching and mentoring to level 1 technicians
  • Troubleshooting to identify products that are defective
  • Advise & educate customers through procedural guideline documentation to ensure a solution to their technical issues
  • Recreate, identify and provide input on recurring, systemic or high complexity customer problems and share that information with other technical teams when relevant
  • Work with the CritSit team to monitor and track issues to ensure accurate resolution
  • Occasionally distribute pertinent cross-functional technical information to Sales, Resolution Managers, Customer Care & Partners
  • Effective communications to key stakeholders (internal and external)
  • Deep Dive appraisals of NPI and service offerings needed
  • Identify tools and automation opportunities


Key Competencies Needed:
  • Advanced Knowledge on Windows Operating Systems and MS Products
  • Proven ability to troubleshoot hardware issues across notebooks, desktops, workstations and IoT devices.
  • Effective communication skills at all levels - written and verbal
  • Superior customer service skills
  • Able to use advanced problem solving skills and methodologies
  • Proven ability to learn new and complex technology
  • Able to prioritise in a fast paced, dynamic work environment
  • Ability to commit and hold to delivery dates, but also work with agility and speed to respond to short-notice requests
  • Effectively transfer thoughts and expresses ideas verbally in individual or group situations
  • Business Fluent English and German


Candidate Pre-Requisites:
  • 5+ years of experience in Client Technical Support roles.
  • Experience within IT Services and Working with Field Service Providers


What Lenovo can offer You:
  • An open and stimulating environment within one of the most forward-thinking IT companies
  • Opportunities for career development & growth
  • Access to trainings for personal development
  • An international team with a high focus on Gender Diversity
  • Attractive compensation package and Performance based rewards


About Lenovo Services

We think and act differently!

Lenovo Services adopted a new way towards a smart transformation to become a solution-based company. Services offer a comprehensive portfolio of services that support the full lifecycle of the Lenovo products. At every stage from planning, deployment, support to asset disposal we offer the expertise and services to more accurately budget for the customer`s IT expenses, deliver better SLA and generate greater end user satisfaction.

Shape a new Services culture with us!

Check out the video, our DACH team created, to give you an insight into the Lenovo culture! We are looking forward to talking to you!

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, status as a veteran, and basis of disability or any federal, state, or local protected class.

Why Work at Lenovo Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that's brighter and more inclusive. And we go big. No, not big-huge. We're not just a Fortune 500 company, we're one of Fortune's Most Admired. We're in 180 countries, working with 63,000 brilliant colleagues and counting. And we're known for the world's most complete portfolio of smart technology, from devices to software to infrastructure. With our ingenuity, we help millions-not just the select few-experience our version of a smarter future. The one thing that's missing Well… you...

Job Source : jobs.lenovo.com

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