General Information

Req #
Career area:
Tuesday, November 1, 2022
Working time:
Additional Locations: 
* Markham - Ontario - Canada

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

At Lenovo, we are focused on a bold vision to deliver smarter technology and service for all, we are developing world changing technologies that create a more inclusive, trustworthy, and sustainable digital society. By designing, engineering, and building the world’s most complete portfolio of smart devices and infrastructure, we are also leading an Intelligent Transformation - to create better experiences and opportunities for millions of customers around the world. Join us in defining our world of tomorrow and creating smarter technology for all!

Job Responsibilities

  • 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
  • Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution
  • Generate accurate, high quality trouble ticket, incident documentation, and knowledge base updates, as well as other customer and problem documentation as required
  • Recreate customer issues when needed using logs, system management tools, and industry standard problem resolution tools and protocols
  • Ensure customer incident resolution at industry leading incident closure rates

Position Requirements

  • 3+ years of direct contact center experience in similar Intel or AMD based hardware environments
  • 3+ years of troubleshooting from a solution level for appropriate data collections (logs) and isolation
  • 3+ years of network troubleshooting experience
  • 3+ years of experience as a Level 2 contact center agent

Preferred Requirements

  • Technical knowledge of VMware, Microsoft, Red Hat and SUSE operating systems
  • Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud)
  • NetApp: NCDA, NCIE
  • Hyperconverged Technologies: Nutanix, Azure, VSAN, etc.
  • Containers: Rancher, Kubernetes, Docker, Tanzu
  • Nutanix: NCA, NCP-MCI, NCM-MCI
  • VMware: NCP-DCV, NSX, vSAN

* Markham - Ontario - Canada