Lenovo

 We are Lenovo. We do what we say. We own what we do. We WOW our customers. 

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services. 

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. 

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’re empowering our customers to transform their vision into value. 

As an Enterprise Services Support Engineer, you will be part of a highly versatile team of remote technical support engineers, providing live support to customers via phone, chat, and eTicketing. Your expertise in enterprise server and storage hardware and software technology will be crucial in diagnosing problem severity levels and prioritizing call loads. This role will require working a day shift with rotating compensated weekends and holidays.

Job Responsibilities: 

• Monitoring technical support queues and assigning incidents before missing response time SLAs 
• Providing technical support via phone, eTicketing, and chat functions as a secondary "overflow" agent 
• Resolving complex and collaborative calls with Level 3 teams and hardware/software development teams 
• Documenting accurate and high-quality trouble tickets, incident reports, and knowledge base updates 
• Ensuring customer incident resolution at industry-leading closure rates 
• Assigning tickets to the appropriate support engineers based on required skillsets 

Basic Qualifications: 

• 3+ years of direct contact center experience as a level 1 or level 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 
• NetApp NCDA and NCIE certifications. 
• Knowledge of Hyperconverged Technologies such as Nutanix, Azure, VSAN, etc. 
• Experience with containers such as Rancher, Kubernetes, Docker, and Tanzu 
• VMware NCP-DCV, NSX, and vSAN certifications 

If you have a passion for technology and great service/support, we encourage you to apply for this exciting opportunity as an Enterprise Services Support Engineer within our Solutions and Service Group at Lenovo!