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Premier Technical Support Specialist

2 months ago

Morrisville, United States Lenovo Full time
Job Title: Premier Technical Support Specialist

Lenovo is seeking a highly skilled Premier Technical Support Specialist to join our Solutions and Services Group. As a key member of our team, you will be responsible for providing exceptional technical support to our enterprise customers.

Job Summary:

The Premier Technical Support Specialist will assist customers in resolving technical issues beyond the standard level one support. You will provide support via email and phone by accurately diagnosing reported problems within our client's product environment, and dispatching parts and service to customer sites as needed.

Key Responsibilities:
  • Provide 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.
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.
About Lenovo:

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. We are committed to delivering Smarter Technology for All and building a more equitable, trustworthy, and smarter future for everyone, everywhere.

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.