General Information

Req #
WD00070694
Career area:
Information Technology
Country/Region:
Malaysia
State:
Selangor
City:
Petaling Jaya
Date:
Wednesday, September 11, 2024
Working time:
Full-time
Additional Locations: 
* Malaysia - Selangor - Petaling Jaya

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$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). 

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

Position Description:

The Infrastructure Solutions Group (ISG) Technical Support Engineer is a critical member of the Lenovo ISG Services Delivery team. Strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents. Contact Center Engineers must resolve the most complex customer problems, often collaborating with Microsoft’s software Level 3 support teams.

ISG Premier Technical Support Engineer must be experienced remote support agents within a direct contact center environment. Engineer must have strong technical background in MS Windows Server Support.

We’re looking for a professional who is well-rounded and customer-focused, with a love for solving problems. As a Tier 2 Cloud Services Technical Support Engineer you will be a part of an award-winning support team that provides Azure customers the highest level of support while working on an industry-leading product.

Excellent language, customer issue handling, and communications skills are essential to this position. Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role play interviewing and hands-on problem recreation and problem resolution testing.
 

Job Functions

  • Research, troubleshoot and resolve Windows Server technical issues involving Azure Stack HCI, Azure Kubernetes Service, Microsoft Windows Server, and other Azure products.
  • Document all technical inquiries and develop content for knowledge base.
  • Support key internal initiatives involving pre-release testing, validation and documentation.
  • Provide highly technical end-user support to clients via telephone, chat and ticketing system.
  • Collaborate in a fast-paced environment with multiple teams (software development, quality assurance, product management, etc.).
  • Provide knowledge transfer and informal training to clients and co-workers.

Key Responsibilities: 

• Serve as the primary point of contact for ISG’s Microsoft Premier Support for software, and overall problem resolution responsible for end-to-end case management. Agent is logged into telephony system and performs direct contact center role via phone, eTicketing, & chat. Agent will interface and collaborating with peer Geo Level 1/2 agents, Level 3 Microsoft OEM Software agents.

• End to End Customer / Case Ownership of all issues including hardware and software.

• Resolve complex, collaborative calls working with Level 3 teams and Software development teams,

• Ensure customer incident resolution at industry leading incident closure rates.

• Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.

• Accurately diagnose problem severity levels and prioritize call loads appropriately.

• Recreate customer issues when needed, using logs, system management tools, and industry standard problem resolution tools and protocols.

• Generate accurate, high quality trouble ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required.

Required Skills:

  • At least 2-3 year of experience in technical support in below Windows-based products.
    • MS Windows Server Software
    • Microsoft Azure Stack HCI Software
    • Microsoft Azure Stack Hub Software
    • Microsoft Azure Kubernetes Services
  • 3-6 years of experience in at least one major virtualization platform such as Hyper-V, VMWare, KVM, AHV, XenServer, etc. Any certificate in these technologies would be a plus.
    • Knowledge of snapshotting, replication, High Availability and Disaster Recovery concepts are crucial
    • Knowledge or experience of Public cloud platforms such as AWS or Azure is also great!
  • 3-6 years of experience in Technical Support and Ticketing Software Skills
    • We are the stakeholders for interpreting customer issues, translating them into actionable items, and providing start-to-finish communications across teams.
    • You should be familiar with ticketing platforms like Jira, Dynamic365, Salesforce, etc.
    • Experienced in engaging with customers and peers in a technical and professional environment.
    • High customer concentration.
    • Good communication soft skills.
  • Language Skills –English
    • Excellent verbal and written language skills, customer issue handling, and communications skills are essential to this position. Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role play interviewing and hands-on problem recreation and problem resolution testing.


Additional Locations: 
* Malaysia - Selangor - Petaling Jaya
* Malaysia
* Malaysia - Selangor
* Malaysia - Selangor - Petaling Jaya
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