General Information

Req #
WD00029049
Career area:
Services
Country/Region:
United Kingdom
State:
Hampshire
City:
BASINGSTOKE
Date:
Friday, May 6, 2022
Working time:
Full-time
Additional Locations: 
* BASINGSTOKE - Hampshire - United Kingdom

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

This is a technical role within Lenovo’s Premier Technical Support team based in Basingstoke, United Kingdom. In this role, you will be delivering best-in-class support to Lenovo’s Premier Support customers. Over phone and email, you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops & tablets) maintaining high first-time fix rates and dispatching parts engineers to the site as needed to perform repairs. Supported by a team of Technical Account Managers you will oversee cases end-to-end with exceptional case management, follow-up, and customer communication.


In this role, you will be based in our Basingstoke office with our Premier Technical Support team and directly reporting to Technical Support Manager.



Day-To-Day Tasks:

  • Assists customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation
  • Identifies the cause of hardware/software faults and provides a solution
  • Resolve over phone or email or onsite via parts and engineer dispatch
  • Working with the Technical Account Management team to monitor and tracks issues to ensure a speedy resolution.
  • Advises & educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.
  • Provides input on recurring customer problems and shares that information with other technical team members when relevant.
  • Monitors own ‘open case’ workload and drive to closure.

Key Competencies Needed:

  • 3+ years of experience in Client Technical Support roles.
  • Experience within IT Services and Working with Field Service Providers
  • Working Knowledge of Windows Operating Systems and MS Products
  • Proven ability to troubleshoot both hardware and software across client products (notebooks, desktops, tablets)
  • Effective communication skills at all levels - written and verbal
  • Business Fluent English

What Lenovo can offer You:
  • An open and stimulating environment within one of the most forward-thinking IT companies 
  • Opportunities for career development & growth 
  • Access to training for personal development 
  • An international team with a high focus on Gender Diversity 
  • Attractive compensation package and Performance-based rewards 

About Lenovo Premier Support Services:
Lenovo first-class Premier Support provides direct access to skilled and experienced Lenovo technicians offering comprehensive hardware and software support. Our expert troubleshooters have the advanced technical know-how and systems knowledge to quickly provide solutions and advice that will keep your hardware and software operating at optimal efficiency.

Want to hear more on Premier Support? Have a look at what our team says on Premier Support.