General Information

Req #
WD00050090
Career area:
Services
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Monday, March 13, 2023
Working time:
Full-time
Additional Locations: 
* United States of America - North Carolina - Morrisville

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

Description:

  • Perform root cause analysis and corrective action to customer incidents as raised through the customer incident portal with a sense of urgency.
  • Analyze and investigate customer issues escalated to software team
  • Communicate issue management status, with the other internal stakeholders
  • Escalate issues to development team, by opening Jira tickets, or the tool determined by the team.
  • Focus on product Customer Experience (CX) by building a repository of resolved customer issues that can be used as a source of process improvements.
  • Proactively look for opportunities to implement process improvements that leads to a positive customer sentiment.
  • Think with a customer/IT admin mindset
  • Use technical skills to perform investigative tasks in order to solve problems quickly and independently

Preferred Skills:

  • Education: Working toward a bachelor’s degree in a computer science, computer engineering, info systems, etc. preferred 
  • Demonstrated experience with debugging issues on the Windows, AWS, and/or Android platforms.
  • Demonstrated experience in root cause and defining corrective action
  • Demonstrated experience in performing log analysis from cloud hosted software
  • Demonstrated experience in analyzing logs for performance issues, configuration errors, or access errors and triage of production events

The base compensation range for this position is $26 - $37 per hour. Lenovo’s various benefits can be found on www.lenovobenefits.com.
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.

Additional Locations: 
* United States of America - North Carolina - Morrisville
* United States of America
* United States of America - North Carolina
* United States of America - North Carolina - Morrisville
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