Lenovo

The role of EMEA Level 1.5  Technical Support Engineer is part of EMEA Technical Services team, a post sales Support unit within 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.

You will be responsible for managing, tracking, and resolving complex software and hardware related technical issues of the authorized warranty service provider. The role requires resolving these issues directly or with Level 2.5 technical support team’s engagement.
You are our ideal candidate if you 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. You must have the ability to establish and maintain effective communication and relationships with Lenovo Warranty Service Providers (e.g. ASP’s ), Product Engineering and Lenovo Sales community, including sales executives and teams in other countries.


Responsibilities

• Provide  (Level 1.5) Technical support for Lenovo authorized warranty service providers
• 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 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

Position Requirements:

• 3+ years of experience in a technical support function with in-depth knowledge of PC hardware and peripherals
• Degree in computing subject or in electronic engineering
• Microsoft Operating system mass deployment methodology experience would be an advantage
• Enterprise level Server / domain experience
• Solid knowledge of wired and wireless networking technologies (certification a plus)
• Logical and methodical approach to problem solving
• Experience with Lenovo Vantage tools, PC tablet, Linux, Android OS, Server support, HW and SW testing experience and Project Management skills are an advantage
• Strong customer facing skills (phone and face to face)
• Business fluent English, other languages are an advantage
• Self-motivated, goal-oriented approach, passionate about technical topics with good organizational and planning skills
• Ability to work independently and meet deadlines

Base gross monthly salary starts from 1.850 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also a variable part (a bonus) in value of 12% of your annual earnings.