Lenovo

• Serve as the primary point of contact for SSG Premium Services hardware, software, and overall problem resolution, interfacing and collaborating with Level 1 agents, Level 3 OEM agents, and hardware and software development teams. • Ownership of all software, hypervisor, configuration, infrastructure, and usability issues • Resolve complex, collaborative calls working with Level 3 teams and HW/SW development teams, as well as hardware problem determination and hardware services delivery providers • Ensure customer incident resolution at industry leading incident closure rates • Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution • Accurately diagnose problem severity levels and prioritize call loads appropriately • 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

Requirement：

• One to Five years of contact center experience in similar Intel based hardware environments • Prior experience as a Level 2 support engineer • Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between componentry and the data flow o Networking troubleshooting skills (i.e. Internet protocols) o Software oriented troubleshooting from the Operating System level • Storage troubleshooting knowledge/skills (software defined storage in Azure Stack, NetApp) • Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems • Deep technical expertise in industry standard systems management tools • Language: English speaking and written skills required Native Local language is required: Japanese and Korean language Preferred: • Storage: NetApp NCSE or any other storage certificate strongly preferred • VMware: VCP6-DCV, VCIX6-DCV strongly preferred • Nutanix: NCP NCAP strongly preferred • Microsoft: Certificate relates to Azure, MCSA and MCSE certifications (server operating systems, infrastructure, and cloud) • Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud) • SUSE: CLA, CLP