基本信息

职位编号:
WD00000632
工作领域:
Services
国家/地区:
中国
省:
辽宁
市:
大连(Dalian)
日期:
星期三, 6 月 9, 2021
工作性质:
Full-time

为什么选择联想

联想是一家成立于中国、业务遍及180个市场的全球化科技公司,全球约有6.3万名员工。联想聚焦全球化发展,树立了行业领先的多元企业文化和运营模式典范,服务全球超过10亿用户。作为值得信赖的全球科技企业领导者,联想助力客户,把握明日科技,变革今日世界。

联想作为全球领先ICT科技企业,秉承“智能,为每一个可能”的理念,为用户与全行业提供整合了应用、服务和最佳体验的智能终端,以及强大的云基础设施与行业智能解决方案。

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职位描述和要求:

The Lenovo SSG Premium Services Technical Support Engineer is a critical member of the Lenovo SSG Premium Services team. 
• Strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents. 
• Technical Support Engineers must resolve the most complex customer problems, often collaborating with OEM software and hardware Level 3 support teams. 
• Premium Services Technical Support Engineers must be experienced remote support agents, having strong technical troubleshooting skills in networking, storage, and Operating Systems. 
• Industry leading certifications, with comprehensive server software problem resolution skills for major OEM server operating system software and hypervisors, as well as sophisticated hardware tuning, configuration, and performance management skills are required. 
• Strong network infrastructure and security skills are also required. Excellent language, customer issue handling, and communications skills are essential to this position. 
• Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role play interviewing and hands-on problem recreation and problem resolution testing. 

Key Responsibilities:  
• 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