General Information

Req #
WD00001994
Career area:
Services
Country:
United Kingdom
State:
Hampshire
City:
BASINGSTOKE
Date:
Thursday, June 10, 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 not just a Fortune 500 company, we’re one of Fortune’s Most Admired. We’re in 180 countries, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, 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 technical role within the Lenovo’s Premier Technical Support team based in Basingstoke, United Kingdom. In this role you will be delivering best in class support to Lenovo’s Premier Support customers. Over phone and email, you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops & tablets) maintaining high first time fix rates and dispatching parts engineers to site 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.

In this role, you will be based in our Basingstoke office with our Premier Technical Support team and directly reporting to Technical Support Manager.

Day-To-Day Tasks:
• Assists customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation
• Identifies the cause of hardware / software faults and provide a solution
• Maintain exceptional case notes and follow set out processes
• Resolve over phone or email or onsite via parts and engineer dispatch
• Working with Technical Account Management team to monitor and tracks issues to ensure speedy resolution.
• Advises & educates customers through combination of experience & guideline documentation to ensure a solution to their technical issues.
• Provides input on recurring customer problems and shares that information with other technical team members when relevant.
• Monitors own ‘open case’ workload and drives to closure.

Key Competencies Needed:
• 3+ years of experience in Client Technical Support roles.
• Experience within IT Services and Working with Field Service Providers
• Working Knowledge on Windows Operating Systems and MS Products
• Proven ability to troubleshoot both hardware and software across client products (notebooks, desktops, tablets)
• Effective communication skills at all levels - written and verbal
• Business Fluent English

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.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.