Lenovo

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 a Premier Technical Support Specialist on our ISG Premier Support Team, you will be part of a highly versatile team of technical support engineers, providing live support to customers via phone, chat, and eTicketings. You will be required to accurately log and categorize cases in our tracking system and ensure prompt and efficient case intake calls are being had that meet established targets.

Job Responsibilities: 

• A high focus on customer CSATs
• Providing technical support through 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 
• Recreating customer issues using logs, system management tools, and industry-standard problem resolution tools and protocols 
• Ensuring customer incident resolution at industry-leading closure rates 
• Assigning tickets to the appropriate support engineers based on required skillsets 
• Monitoring Premier support queues and assigning incidents before missing response time SLAs 

Basic Qualifications: 

• 3+ years of direct contact center experience as a level ½ 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