General Information

Req #
Career area:
United Kingdom
Monday, May 2, 2022
Working time:
Additional Locations: 
* BASINGSTOKE - Hampshire - United Kingdom

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

This newly created Level 2 Premier Technical Support Specialist role is primarily a senior technical role and will work within the Premier Technical Support team, interacting with the Lenovo Product & Quality teams, Delivery Partners as well as corporate customers to identify fault trends & technical fixes that lead to resolution plans within the client product (notebooks, desktops & tablets) install base. This activity will include, working on escalations from Level 1 support teams as well as specific cases identified by the quality and Resolution Management teams. You will also act as a Technical Mentor to Level 1 Support technicians.

Day-To-Day Tasks:

  • Assists level 1 technicians and customers by diagnosing problems and providing resolutions for technical and service issues
  • Provide coaching and mentoring to level 1 technician
  • Troubleshooting to identify products that are defective
  • Advises & educates customers through procedural guideline documentation to ensure a solution to their technical issues
  • Recreates, identifies, and provides input on recurring, systemic, or high complexity customer problems and shares that information with other technical teams when relevant.
  • Working with the CritSit team to monitor and track issues to ensure accurate resolution
  • Occasionally distributes pertinent cross-functional technical information to Sales, Resolution Managers, Customer Care & Partners
  • Effective communications to key stakeholders (internal and external).
  • Deep Dive appraisals of NPI and service offerings needed
  • Identify tools and automation opportunities

Key Competencies Needed:

  • Advanced Knowledge of Windows Operating Systems and MS Products
  • Proven ability to troubleshoot hardware issues across notebooks, desktops, workstations, and IoT devices.
  • Effective communication skills at all levels - written and verbal
  • Superior customer service skills
  • Able to use advanced problem-solving skills and methodologies
  • Proven ability to learn new and complex technology
  • Able to prioritize in a fast-paced, dynamic work environment
  • Ability to commit and hold to delivery dates, but also work with agility and speed to respond to short-notice requests
  • Effectively transfer thoughts and express ideas verbally in individual or group situations
  • Business Fluent English

Candidate Pre-Requisites:

  • 5+ years of experience in Client Technical Support roles.
  • Experience within IT Services and Working with Field Service Providers

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 training 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's 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.

Want to hear more on Premier Support? Have a look at what our team says on Premier Support