General Information

Req #
Career area:
Wednesday, July 14, 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 not just a Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re in 180 markets, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, 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

  • Strong Technical Skills related to Operating systems such as MS, Linux & IOT 
  • Strong organizational and communication skills Independent and Self-motivated 
  • Design, implement and manage the End User Escalations related to Computing environment 
  • Good understanding of Technical KPI’s namely, RRR, RDR, PPSN, PPD Work in collaboration with TAM, L3, Product managers to Study Technical Failures and assist with  Solution to L1’s in Premier Support. 
  • Aggressively Scrub, Analyze, implement steps & Drive actions to meet the assigned Technical KPI Targets for Premier Support. 
  • Training and coaching of the Premier support Team on the known issues, new technical updates, and assess for progressive learning. 
  • Perform L2/L3 Support function for Desktop/Laptop/Workstation/Smart office-related escalations 
  • Evaluate End User Computing technology and build the roadmap to provide quick and best solution to Grieving customer issues. 
  • Drive for continuous service improvement Good Knowledge of SCCM workings. 
  • Assist Premier support TAM / Manager in driving Schedules, SLA for customers. Drive FOP, FTR & OSAT as the Primary KPI for the premier Support Team. 
  • 7-10 years of experience in the IT service industry with a minimum of 6 years in technical support management, including people management 
  • Background in the development and management of remote support groups Experience in managing both voice & non voice processes 
  • Bachelor's Degree in computer science, IT or equivalent discipline. 
  • Minimum 7-10 years Contact Centre experience in Desktop / Laptop / Workstation & Smart Office Device Support function. 
  • Strong organizational and communication skills Independent and Self-motivated. 
  • Team player 
  • Extensive expertise in developing metrics to measure the effectiveness of technical support 
  • Familiarity with operations and management environments within large enterprise customers and/or service providers is desirable Familiarity with MSD or incident tracking and management systems such as Siebel, Remedy, Clarify, etc 
  • Track record of accomplishment and effectiveness within organizations Desire to work in a fast-paced, challenging environment Experience in a highly analytical, results-oriented environment. 
  • Proven analytical skills and demonstrated ability to manage the business “by the numbers”. 
  • Must be metrics driven. Attention to detail and capability to work on multiple projects in parallel 
  • Good written and oral communications and interpersonal skills Demonstrated high levels of customer focus. 
  • Demonstrated highest level of integrity, honesty, and strong work ethic. 
  • Sharp, analytical, and thoughtful. 
  • Thoroughly thinks through problems to come up with solutions. 
  • Proven ability to successfully thrive in an ambiguous environment and changing conditions. 
  • Takes initiative. Doesn't wait to be asked. 
  • Plans efficiently while avoiding analysis paralysis. 
  • Consistent effort, intense commitment, and willingness to go above and beyond when needed. 
  • Strong team player, acts like an owner, and ultimately focused on delivering results with high standards.
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.