Premier Technical Support Specialist

1 week ago

Morrisville, United States Lenovo Full time

Job Summary:

We are seeking a highly skilled Premier Technical Support Specialist to join our ISG Premier Support Team. As a key member of our team, you will provide live technical support to customers via phone, chat, and eTicketings, ensuring prompt and efficient case intake calls that meet established targets.

Key Responsibilities:

  • Provide technical support through eTicketing and chat functions as a secondary "overflow" agent
  • Resolve complex and collaborative calls with Level 3 teams and hardware/software development teams
  • Document accurate and high-quality trouble tickets, incident reports, and knowledge base updates
  • Recreate customer issues using logs, system management tools, and industry-standard problem resolution tools and protocols
  • Ensure customer incident resolution at industry-leading closure rates
  • Assign tickets to the appropriate support engineers based on required skillsets
  • Monitor Premier support queues and assign incidents before missing response time SLAs

Requirements:

  • 3+ years of direct contact center experience as a level 1⁄2 agent in similar Intel or AMD hardware environments
  • 3+ years of solution-level troubleshooting experience for appropriate data collection and isolation
  • 3+ years of network, server, and storage troubleshooting experience

Preferred Qualifications:

  • Knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems
  • Microsoft MCSA and MCSE certifications in server operating systems, infrastructure, and cloud
  • Knowledge of Hyperconverged Technologies such as Nutanix, Azure, VSAN, etc.
  • Experience with containers such as Rancher, Kubernetes, Docker, and Tanzu
  • Nutanix NCA, NCP-MCI, and NCM-MCI certifications a PLUS
  • VMware NCP-DCV, NSX, and vSAN certifications a PLUS

Lenovo is an Equal Opportunity Employer

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