General Information

Req #
WD00012961
Career area:
Hardware Engineering
Country/Region:
United Kingdom
State:
Renfrewshire
City:
Renfrew
Additional locations:
BG - Mobile, BG - Sofia, RO - Bucharest, RO - Bucharest (x86), RO - Mobile, SK - Bratislava
Date:
Tuesday, September 28, 2021
Working time:
Full-time

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

e are looking for a Technical Support Centre Engineer to join our Global Service Delivery team! If you are an experienced remote support agent, you also speak an additional European language and you have amazing communication and phone skills we might be looking exactly for you! You’ll be a member of our Data Centre Group Service Delivery team. We truly care about our customers and giving them the best experience it’s an absolute priority. You will be resolving the most complex customer problems, often collaborating with OEM software and hardware Level 3 support teams.

Your responsibilities will be:
• Serve as the primary point of contact for DCG hardware, software, and overall problem resolution responsible for end-to-end case management
• Logged into telephony system and perform direct contact centre role via phone, eTicketing, chat, and forums
• Collaborating with peer agents, Level 3 OEM agents, and hardware and software development teams
• Resolve complex, collaborative calls working with Level 3 teams and Hardware/Software development teams, as well as hardware problem determination and hardware services delivery providers
• 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

You will have:
• English & French (any other European languages would be an advantage)
• Prior experience as a Level 2 contact center agent, or equivalent experience
• Experience troubleshooting from a solution level for appropriate data collection (logs) and isolation
• Technical knowledge of Nutanix, VMware, Microsoft, Red Hat or SUSE operating systems ( any other OS would be an advantage)

What we will offer you
• An open and stimulating environment within one of the most forward thinking IT companies
• Flat structures and fast decision-making processes
• Opportunity for real creativity and ownership
• A modern and flexible way of working to combine personal and professional life
• An international team with a high focus on diversity
• Attractive compensation package

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.