General Information

Req #
Career area:
United States of America
North Carolina
Monday, October 31, 2022
Additional Locations: 

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

As a Premier Technical Support Specialist, you will work with customers in resolving technical issues beyond the standard level one support most provide. This position is a technical role within the Premier Technical Support team. In this role, you be delivering our best-in-class support to Lenovo’s customers. As part of your work, you will provide support via email and phone while accurately diagnosing reported problems within our client’s product environment (notebooks, desktops, and tablets), dispatching parts and service to customer sites as needed. You will also be handling customer escalations with support from our Level 2 Engineers and Technical Account Managers as needed. The ideal candidate will be highly technical and have an inner drive to learn even more as part of a growing team.

This position will be a full-time supplemental role for the first 3-6 months. During this time, your performance will be evaluated. Once the term has been completed and your evaluation has been completed, it will be determined if you move into a full-time regular position. To support work-life balance while maintaining a culture of engagement and collaboration, this position follows Lenovo's 3:2 Hybrid Work Model. You will have the option to work up to 2 days remotely and work the remainder of the work week at a Lenovo office or facility.

Daily activities include but are not limited to:

• Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service-related issues

• Troubleshoot to identify hardware and software issues in many different customer environments

• Advise and educate customers through a combination of experience/documentation to ensure a solution

• Translate complex technical details/instructions to each customer’s level

• Provide closed loop feedback on recurring issues with teammates and relevant engineering staff 

• Work with Technical Account Managers (TAM) to monitor and track issues to ensure accurate resolution

• Actively monitor case workload and drive to closure within SLA’s.

Basic Qualifications:

·         Degree in IT/Computer Science or related technology field, or equivalent experience

·         1-3 years of experience in Hardware support

·         1-3 years of experience in troubleshooting hardware (PC, Laptop, Tablet, ect.)

·         1-3 years of experience in troubleshooting software/OS (Windows OS, Linux)

Preferred Qualifications:

·         Demonstrate excellent written and verbal communication skills

·         Professional interpersonal communication and customer service skills to be able to successfully assist customers in a fast-paced enviorment

·         CompTIA A+ Certification

·         3+ years of Call Center experience

·         Experience with Windows OS, Microsoft Products, and Command Line troubleshooting

·         Expereince working with Workstations and RAID Storage Arrays

·         Quick learner with a proven ability to learn new and changing technologies

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.
Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo’s US Vaccination Policy and be fully vaccinated against COVID-19, subject to any applicable accommodations. To be fully vaccinated means individuals must receive the full series of a vaccine either approved by the FDA or WHO and listed by the CDC (e.g. two dose of the Moderna, AstraZeneca or Pfizer-BioNTech vaccines; or one dose of the Johnson & Johnson vaccine). This applies to all US-based employees, contractors and interns, regardless of work location. As a condition of employment, you must provide proof that you are fully vaccinated or follow Lenovo’s accommodation process.