General Information

Req #
Career area:
United States of America
North Carolina
Wednesday, November 10, 2021
Working time:

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge. 

We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. 

The one thing that’s missing? Well… you...

Description and Requirements

Key Responsibilities:

• Strong teamwork and global collaboration required

• Serve as the primary point of contact for ISG hardware, software, and overall problem resolution.

• End-to-end case management.

• Engineer will provide live call center technical support using multiple systems, including phone, chat and eTicketing.

• Engineer will interface and collaborate with peer Geo 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 Hardware/Software 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 knowledge base updates, as well as other customer and problem documentation as required

• 3+ years of direct contact center experience in similar Intel and AMD based hardware environments

• Prior experience as a Level 2 contact center agent

• Experience troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between component and the data flow

• Shift assignment plus weekend and holiday coverage may be required

Additional / Preferred Skills:

• Network troubleshooting experience

• Technical knowledge of VMware, Microsoft, Red Hat and SUSE operating systems

• Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud)

• VMware: VCP-DCV, VCIX-DCV strongly preferred

• Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud, High Availability)

• SUSE: SCA, SCE, CLP, Rancher

• Nutanix: NCA, NCP-MCI, NCM-MCI,

• NetApp: NCDA, NCIE

• Containers:  Rancher, Kubernetes, Docker, Tanzu

• Hyperconverged Technologies:  Nutanix, Azure, VSAN, etc.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.
For US applicants: In accordance with Executive Order 14042, Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo’s US Vaccination Policy and be fully vaccinated against COVID-19 by January 18, 2022, subject to any applicable accommodations. To be fully vaccinated by January 18, that means individuals must receive the final dose of a 2-dose vaccine (e.g., Moderna or Pfizer) or a single dose of Johnson & Johnson’s vaccine by January 4, 2022. This applies to all US based employees and contractors, including remote employees and interns. As a condition of employment, you must provide proof that you are fully vaccinated by January 4, 2022 or during your new employment orientation (for individuals with hire dates after January 4, 2022), or follow Lenovo’s accommodation process.