Lenovo

Role Overview

This role focuses on onsite technical support, handling incidents that could not be resolved remotely by the Service Desk (Level 1 support).

Key Responsibilities

• Manage and resolve assigned support tickets
• Perform onsite diagnosis and troubleshooting of hardware and software issues
• Support a range of systems and environments including:
  • Windows, Office, Totvs, ERP, and other applications
  • Desktops, laptops, printers, mobile devices, and peripherals
• Execute hardware maintenance and repair services (Break & Fix) when required
• Perform equipment installation, replacements, and upgrades
• Document all actions taken during incident resolution or escalation in the ITSM system
• Identify and resolve equipment performance issues
• Provide guidance to users on preventative maintenance and optimal configurations
• Ensure a high level of customer satisfaction through clear communication and effective support

Key Skills & Competencies

• Strong verbal and written communication skills
• Foundational knowledge of hardware and software support principles
• Ability to follow established procedures and workflows
• Experience handling routine and straightforward technical issues
• Basic understanding of IT service environments and support activities
• Ability to work under supervision while applying learned technical skills

Candidate Requirements

Experience:

• Up to 2 years of experience in onsite IT support or a similar role

Education & Certifications:

• Technical high school diploma, or
• Undergraduate degree in progress in IT or a related field, or
• Relevant IT certifications