Lenovo

Key Responsibilities:

• Serve as the primary point of contact for ISG hardware, software, and overall problem resolution.

• End-to-end case management.

• Engineer will provide live call center technical support using multiple systems, including phone, chat and eTicketing.

• Engineer will interface and collaborate with peer Geo Level 1 agents, Level 3 OEM agents, and hardware and software development teams.

• Ownership of all software, hypervisor, configuration, infrastructure, and usability issues

• Resolve complex, collaborative calls working with Level 3 teams and Hardware/Software development teams, as well as hardware problem determination and hardware services delivery providers

• Ensure customer incident resolution at industry leading incident closure rates

• Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution

• Accurately diagnose problem severity levels and prioritize call loads appropriately

• Recreate customer issues when needed using logs, system management tools, and industry standard problem resolution tools and protocols

• Generate accurate, high quality trouble ticket, incident documentation, and knowledge base updates, as well as other customer and problem documentation as required

• 2+ years of direct contact center experience in similar Intel and AMD based hardware environments

• Prior experience as a Level 1-2 contact center agent

• Experience troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between component and the data flow

• Shift assignment plus weekend and holiday coverage may be required

Additional / Preferred Skills:

English advanced mandatory: 100% bilingual 

• Network troubleshooting experience

• Technical knowledge of VMware, Microsoft, Red Hat and SUSE operating systems

• Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud)

• VMware: VCP6-DCV, VCIX6-DCV strongly preferred

• Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud)

• SUSE: SCA, SCE, CLP, Rancher

• Nutanix: NCA, NCP-MCI, NCM-MCI,

• NetApp: NCDA, NCIE

• Containers:  Rancher, Kubernetes, Docker, Tanzu

• Hyperconverged Technologies:  Nutanix, Azure, VSAN, etc.