General Information

Req #
Career area:
United Kingdom
Tuesday, January 3, 2023
Working time:
Additional Locations
* United Kingdom - Hampshire - Basingstoke
* United Kingdom - Hampshire - BASINGSTOKE

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

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

Description and Requirements

This newly created Level 2 Premier Technical Support Specialist role is primarily a senior technical role. It will work within the Premier Technical Support team, interacting with the Lenovo Product & Quality teams, Delivery Partners as well as corporate customers to identify fault trends & technical fixes that lead to resolution plans within the client product (notebooks, desktops & tablets) install base. This activity will include, working on escalations from Level 1 support teams and specific cases identified by the quality and Resolution Management teams. You will also act as a Technical Mentor to Level 1 Support technicians. You will report to Technical Support Manager - Premier Support.

Day-To-Day Tasks:

  • Assists level 1 technicians and customers by diagnosing problems and providing resolutions for technical and service issues
  • Provide coaching and mentoring to level 1 technician
  • Troubleshooting to identify products that are defective
  • Advises & educates customers through procedural guideline documentation to ensure a solution to their technical issues
  • Recreates, identifies, and provides input on recurring, systemic, or high complexity customer problems and shares that information with other technical teams when relevant
  • Working with the CritSit team to monitor and track issues to ensure accurate resolution
  • Occasionally distributes pertinent cross-functional technical information to Sales, Resolution Managers, Customer Care & Partners
  • Effective communications to key stakeholders (internal and external)
  • Deep Dive appraisals of NPI and service offerings needed
  • Identify tools and automation opportunities

Key Competencies Needed:

  • Advanced Knowledge of Windows Operating Systems and MS Products
  • Proven ability to troubleshoot hardware issues across notebooks, desktops, workstations, and IoT devices.
  • Effective communication skills at all levels - written and verbal
  • Superior customer service skills
  • Able to use advanced problem-solving skills and methodologies
  • Proven ability to learn new and complex technology
  • Able to prioritize in a fast-paced, dynamic work environment
  • Ability to commit and hold to delivery dates, but also work with agility and speed to respond to short-notice requests
  • Effectively transfer thoughts and express ideas verbally in individual or group situations
  • Business Fluent English

Candidate Pre-Requisites:

  • 5+ years of experience in Client Technical Support roles.
  • Experience within IT Services and Working with Field Service Providers

Want to hear more on Premier Support? Have a look at what our teams say on Premier Support.

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