General Information

Req #
Career area:
New South Wales
Wednesday, June 9, 2021
Working time:

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Description and Requirements

Position Title: Technical Support Specialist - Premier Support

Lenovo® Premier Support provides in-country onshore support

7am-7pm AEST with highly skilled Technical Support Specialists delivering advanced troubleshooting and end-to-end case management through to resolution.

Website address

Key Objectives of Position:

This is a technical role within Lenovo’s rapidly growing Premier Support team based in Chatswood, Sydney. As the first country worldwide to launch Premier Support our top-performing team is considered a flagship and a role model for other Premier Support teams globally. As a member of this team, you will leverage your proven technical expertise and skills to deliver best-in-class support to Lenovo’s Premier Support customers throughout Australia and New Zealand. Supported by a team of Technical Account Managers and L2/L3 engineers you will quickly and accurately diagnose and resolve hardware or software faults across Lenovo’s commercial THINK product range including Desktops, Laptops, and Tablets. Over phone and email, you will employ logical, methodical, and efficient troubleshooting and isolation techniques to identify faults and dispatch engineers to the site with the necessary parts and instructions to ensure a first-time fix You will oversee every case from start to finish demonstrating exceptional case management, follow-up, and communications to ensure the highest levels of customer satisfaction. As a member of a rapidly expanding team, you will be well-positioned for personal and professional growth with a variety of secondary and tertiary roles such as L2 / L3 Senior Engineer, Technical Account Manager, Technical Support Manager, Field Service Engineer, and more becoming available as we continue to grow.

Day-To-Day Tasks:

* Assist customers and field engineers in diagnosing faults remotely by employing effective troubleshooting and isolation methodologies
* Identify the cause of hardware/software faults and provide a solution
* Resolve issues via phone, email or onsite repair as appropriate
* Employ exceptional E2E case management and work with Technical Account Managers to monitor and track issues through to resolution
* Keep customers updated at every step from start to finish
* Manage personal workload, adhere to and meet multiple KPI’s
* Complete ongoing technical training and compliance

Key Competencies Needed:

· Working knowledge of Windows OS and MS Products
· Experience diagnosing a broad range of hardware/software faults
· Experience supporting Desktops, Laptops and Tablets
· High attention to detail and exceptional quality control
· Able to problem solve and think laterally
· Effective verbal/written communications and customer skills
· Exceptional E2E case ownership and ability to develop solid action plans
· Proven ability to learn and support new and complex technologies
· Ability to priorities in a fast-paced, dynamic work environment

Candidate Pre-Requisites

Previous Experience:
- 3+ years of experience in similar Technical Support role
- Experience within IT Services and Working with Field Service Providers


Desirable Certifications - MCSE, MCP, CCNA, A+ or qualification in a relevant field - or Industry Technical Certifications from a Tier 1 IT Vendor.
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