General Information

Req #
WD00016216
Career area:
Services
Country/Region:
United Kingdom
State:
Hampshire
City:
BASINGSTOKE
Date:
Monday, November 8, 2021
Working time:
Full-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

This newly created Level 2 Premier Technical Support Specialist role is primarily a senior technical role and will work within 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 as well as 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 based in the UK.


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 technicians
• 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 on 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 prioritise 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 expresses 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 says on Premier Support: https://bit.ly/312wSPq

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 trainings 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.

greater end user satisfaction.
Shape a new Services culture with us!