General Information

Req #
WD00031491
Career area:
Services
Country/Region:
Spain
State:
Madrid
City:
Madrid
Date:
Friday, June 3, 2022
Working time:
Full-time
Additional Locations: 

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 a technical role within the Lenovo’s Premier Technical Support team based in Madrid, Spain. 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 Madrid office with our Premier Technical Support team and directly reporting to Technical Support Manager.



Day-To-Day Tasks:

  • Assist customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation
  • Identify the cause of hardware / software faults and provides a solution
  • 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
  • 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 ‘open case’ workload and drive 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 Spanish and English in a must. Portuguese is an advantage.

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.