General Information

Req #
Career area:
Bratislavský kraj
Wednesday, November 3, 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

The role of EMEA Level 2 Technical Support Engineer is part of the EMEA Customer Experience team, a post-sales Support unit within the EMEA Services organization. The organization provides post-sales support to Lenovo customers, business partners, and service partners in managing customer complaints, technical escalations, and critical situations as part of overall Warranty Service provision for Lenovo EMEA customers.

The L2 technical support role is responsible for managing, tracking, and resolving customer complex software and hardware-related technical issues. The role requires resolving these issues directly or with the Product Engineering team’s engagement.

The successful candidate will have extensive technical skills as well as the ability to effectively troubleshoot and solve customer issues and explain complex technical information to a non-technical audience. Candidates must have the ability to establish and maintain effective communication and relationships with Level One teams (e.g. Call Centers), Product Engineering, and the Lenovo Sales community, including sales executives and teams in other countries.

Roles & Responsibilities

  • Provide advanced (Level 2) Technical support for Lenovo customers.
  • Work directly with Account teams and Customers to identify and replicate technical issues.
  • Provide technical Subject Matter Expert consultation to Lenovo customers as well as to the Lenovo Services community.
  • Ensure professional and timely communication with Lenovo customers to secure their issue is being understood, worked out, and fixed.
  • Drive Customer Satisfaction to ensure Lenovo customers continue to perceive Lenovo as a prime supplier of Technical solutions and therefore continue to purchase Lenovo products.
  • Leverage the wider Lenovo technical community and resources to ensure that all efforts are made to deliver fix solutions that are workable and sustainable.

You will report to a Senior Regional Field Service Manager.

Position Requirements:

  • Degree in computing subject or in electronic engineering
  • 3+ years of experience at technical support function with in-depth knowledge of PC hardware and peripherals
  • Microsoft Operating system mass deployment methodology experience ( SCCM, MDT, IUB, Altiris ). Certification would be an advantage.
  • Enterprise-level Server/domain experience
  • Solid knowledge about networking technologies both wired and wireless. Certification would be an advantage.
  • The logical and methodical approach in addressing issues.
  • Software problem determination skills.
  • Experience with Lenovo TVT tools, PC tablet, Linux, Android OS, Server support, HW and SW testing experience is an advantage
  • Strong customer-facing skills both by phone and face to face
  • Communicative English is required, another language is an advantage
  • Hard worker, passionate about technical topics, goal-oriented
  • Project Management skills are an advantage

Base gross monthly salary from minimum 1800 EUR and above, depending on experience + variable part 12% of your annual earnings

What we will offer you:

  • An open and stimulating environment within one of the most forward-thinking IT companies
  • Flat structures and fast decision-making processes
  • A modern and flexible way of working to combine personal and professional life
  • An international team with a high focus on diversity
  • Attractive compensation package