General Information

Req #
WD00062720
Career area:
Information Technology
Country/Region:
Malaysia
State:
Selangor
City:
Petaling Jaya
Date:
Friday, April 26, 2024
Working time:
Full-time
Additional Locations: 
* Malaysia - Selangor - Petaling Jaya

Why Work at 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. 

Description and Requirements

Position Description:

The Lenovo Customer Engagement Center (CEC) Technical Support Engineer is a critical member of the Lenovo ISS – ISG Support Organization. Strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents. Technical Support Engineers must resolve the most complex customer problems, often collaborating with hardware Level 3 / Product Engineer support teams.


You will

  • Serve as the primary point of contact for hardware, Operating System, Lenovo xClarity Controller Utilities and overall problem resolution, interfacing and collaborating with Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
  • Ownership of all software, hypervisor, configuration, infrastructure, and usability issues
  • Resolve complex, collaborative calls working with Level 3 teams and HW/SW development teams, as well as hardware problem determination and hardware services delivery providers
  • Ensure customer incident resolution at industry leading incident closure rates
  • Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution
  • Accurately diagnose problem severity levels and prioritize call loads appropriately
  • Recreate customer issues when needed, using logs, system management tools, and industry standard problem resolution tools and protocols
  • Generate accurate, high quality trouble ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required

You Bring

  • One to Five years of contact center experience in similar Intel based hardware environments
  • Prior experience as a Level 2 support engineer 
  • Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between componentry and the data flow.
  • Storage troubleshooting knowledge/skills (software defined storage in Azure Stack, NetApp)
  • Networking troubleshooting skills (i.e. switch, Internet protocols)
  • Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems
  • Deep technical expertise in industry standard systems management tools


Additional Locations: 
* Malaysia - Selangor - Petaling Jaya
* Malaysia
* Malaysia - Selangor
* Malaysia - Selangor - Petaling Jaya
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