General Information

Req #
WD00065507
Career area:
Services
Country/Region:
Slovakia
State:
Bratislavský kraj
City:
Bratislava
Date:
Thursday, June 13, 2024
Working time:
Full-time
Additional Locations
* Slovakia

Why Work at Lenovo

 We are Lenovo. We do what we say. We own what we do. We WOW our customers. 

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services. 

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub

Description and Requirements

This is a technical role within the Lenovo’s Premier Technical Support team based in Bratislava, Slovakia. In this role you will be delivering best in class support to Lenovo’s Premier Support customers in Italy. Over phone and email you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops, tablets, monitors, smart devices) maintaining high first time fix rates and dispatching parts to on site engineers as needed to perform repairs. Supported by a team of Technical Account Managers you will oversee cases end-to-end with exceptional case management, follow-up and customer communication. 

This role reports to the Technical Support Manager for Premier Support.


Responsibilities:

  • Assist customers and field engineers by diagnosing problems remotely through effective troubleshooting.
  • Identify the cause of hardware / software faults and provide a solution.
  • Resolve issue over phone / email or onsite via parts and engineer dispatch.
  • Work with Technical Account Management team to monitor and track issues to ensure speedy resolution.
  • Advise & educate customers through combination of experience & guideline documentation to ensure a solution to their technical issues.
  • Provide input on recurring customer problems and share that information with other technical team members when relevant.
  • Monitor own workload and drive to closure.

Requirements:

  • Knowledge on Windows Operating Systems and MS Products
  • Ability to prioritize and manage daily workload effectively
  • Effective communication skills at all levels - written and verbal
  • Ability to see multiple perspectives
  • Pro-active attitude and willingness to learn
  • Business fluent Italian, English. Other language skill is a plus

Desirable Qualities/ Nice-to-have:

  • Experience within IT Services and Working with Field Service Providers
  • Proven ability to troubleshoot both hardware and software across client products (notebooks, desktops, tablets, monitors, smart devices)