General Information

Req #
WD00018830
Career area:
Services
Country/Region:
Mexico
State:
Distrito Federal
City:
Mexico D.F.
Date:
Thursday, December 9, 2021
Working time:
Full-time
Additional Locations: 
* Mexico D.F. - Distrito Federal - Mexico

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

In this role, you will be delivering our best-in-class support to Lenovo’s customers. As part of your work, you will provide support via e-ticket, email, and phone, while accurately diagnosing reported problems within our client’s product environment (commercial notebooks, desktops, tablets, smart and AR/VR devices), dispatching parts and service to customer sites as needed. You will also be handling customer escalations with support from our Level 2 Engineers and Technical Account Managers as needed. The ideal candidate will be highly technical and have an inner drive to learn even more as part of a growing team, and also will have high developed communications skills (verbal and written) to deal with customers at any level.
 

Daily activities include but are not limited to:
• Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service related issues
• Troubleshoot to identify hardware and software issues in many different customer environments.
• Advise and educate customers through a combination of experience/documentation to ensure a solution.
• Translate complex technical details/instructions to each customers level
• Provide closed loop feedback on recurring issues with teammates and relevant engineering staff
• Work with Technical Account Managers (TAM) to monitor and track issues to ensure accurate resolution.
• Actively monitor case workload and drive to closure within SLA’s.


Pre-Requisites:
• 2+ years of experience in a Client Technical Support role
• Systems/Computing Science Engineer, or CompTIA A+ Certification
• Desirable Certifications - MCSE, MCP, CCNA, or TAFE Qualification in a relevant field – or Industry Technical Certifications from a Tier 1 IT Vendor.

• English B2 or superior



Experience with Windows Operating Systems, Microsoft Products, and Command line troubleshooting
Knowledge/Experience with Network Hardware/Software setup and troubleshooting, including wireless networks
Experience working with Workstations
Experience with computer Peripherals and their interfaces 
Experience with PC Products (Desktop, Notebook, and Tablets), Experience with Lenovo hardware is a plus

* Mexico D.F. - Distrito Federal - Mexico