Lenovo

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Role Summary

Storage Technical Support Engineer is a critical member of Lenovo's Infrastructure Solution Group(ISG) Support Organization. Storage Technical Support Engineer must resolve the most complex customer problems, often collaborating with hardware Level 3 / Storage Product Engineer support teams.

Key Responsibilities

1. Serve as the primary point of contact for storage and overall problem resolution, interfacing and collaborating with Level 1 agents, Level 3 OEM agents, and Product Storage engineer.
2. Resolve escalation comes from Level1 agents, handle P1 or any hot case directly.
3. Resolve complex, collaborative calls working with Level 3 teams and HW development teams, as well as hardware/storage problem determination and hardware services delivery providers.
4. Ensure customer incident resolution at industry leading incident closure rates.
5. Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.
6. Accurately diagnose problem severity levels and prioritize call loads appropriately.
7. 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.