General Information

Req #
Career area:
United States of America
North Carolina
Friday, December 3, 2021
Working time:
Additional Locations: 
* Morrisville - North Carolina - United States of America

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 a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. 

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 based in Morrisville, NC. 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.

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 customers 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.

Experience with Windows Operating Systems, Microsoft Products, and Command line troubleshooting
Knowledge/Experience with Network Hardware/Software setup and troubleshooting, including wireless networks
Experience working with Workstations and RAID Storage Arrays
Experience with computer Peripherals and their interfaces 
Experience with PC Products (Desktop, Notebook, and Tablets), experience with Lenovo hardware is a plus
Proven troubleshooting skills
Quick learner with a proven ability to learn new and changing technologies
Multi-tasker with the ability to prioritize in a fast paced, dynamic work environment
Experience within an IT Services environment

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 by January 18, 2022, subject to any applicable accommodations. To be fully vaccinated by January 18, 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.

* Morrisville - North Carolina - United States of America