General Information

Req #
Career area:
New South Wales
Monday, July 25, 2022
Working time:
Additional Locations: 
* Chatswood - New South Wales - Australia

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, 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

This is a highly technical customer focused role within Premier Support, Lenovo’s highest-level service offering for our commercial range of laptops, desktops, tablets and smart office devices.  

Based in Sydney, our high performing team were the first to launch Premier Support globally and are now considered a flagship and a role model for other Premier Support teams around the world, delivery best-in-class support to Lenovo’s Premier Support customers throughout Australia and New Zealand.

Over phone and email you will deploy advanced troubleshooting and exceptional customer service skills to diagnose and resolve faults, and where necessary, dispatch parts and field engineers to site to conduct NBD repairs.

You will oversee every case from start to finish demonstrating exceptional case management, follow up and communications to ensure the highest levels of customer satisfaction.

You will be supported by a team which includes L2 and L3 senior engineers, a dedicated Technical Trainer and Quality Assurance coach and a team of Technical Account Managers and Technical Support Managers

As a member of a rapidly expanding team you will be well positioned for personal and professional growth with a variety of secondary and tertiary roles such as those mentioned above and more.

Day-To-Day Tasks:

  • Provide technical support via phone and email to Premier Support customers
  • Employ effective remote troubleshooting and isolation methodologies
  • Identify the cause of PC hardware / software faults and provide a solution
  • Demonstrate exceptional end to end case management and track issues through to resolution
  • Keep customers updated at every step from start to finish
  • Manage personal workload, adhere to and meet multiple KPI’s
  • Complete ongoing technical training and compliance

Key Competencies Needed:

  • Working knowledge of Windows OS and MS Products
  • Experience diagnosing a broad range of hardware/software faults
  • Experience supporting Desktops, Laptops and Tablets
  • High attention to detail and exceptional quality control
  • Able to problem solve and think laterally
  • Effective verbal/written communications and customer skills
  • Exceptional case ownership and ability to develop solid action plans
  • Proven ability to learn and support new and complex technologies
  • Ability to prioritize in a fast paced, dynamic work environment

* Chatswood - New South Wales - Australia