Managed Service Desk Level 1.5 Technician **General Information** Req # WD00084941 Career area: Services Country/Region: Canada State: Ontario City: Markham Date: Monday, July 7, 2025 Working time: Full-time **Additional Locations** : * Canada - Ontario - Markham **Why Work at Lenovo** We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via ourStoryHub (https://news.lenovo.com/) . **Description and Requirements** **Key Responsibilities:** + **Incident Resolution:** Respond to and resolve escalated support requests from Level 1 technicians, ensuring timely and accurate diagnosis of issues related to hardware, software, and network systems. + **Technical Troubleshooting:** Perform advanced troubleshooting for Windows, macOS, Linux, and mobile operating systems, as well as network connectivity, printers, and peripheral devices. + **User Support:** Provide technical support to end-users, including issue diagnosis, documentation, and resolution. + **System Maintenance:** Assist in monitoring, maintaining, and supporting IT systems such as Active Directory, Office 365, and various enterprise applications. + **Ticket Management:** Manage and prioritize incoming service requests and incidents in the ticketing system, ensuring SLAs are met. + **Collaboration:** Work closely with other teams to escalate issues that require further expertise and follow up on unresolved tickets. + **Knowledge Base Contribution:** Create and update technical documentation, knowledge base articles, and standard operating procedures (SOPs) for common issues and solutions. + **Customer Service:** Provide excellent customer service, ensuring all interactions are handled with a professional and empathetic approach. **Required Skills & Qualifications:** + **Experience:** 2-4 years of experience in IT support, preferably in a service desk or helpdesk role. + **Technical Knowledge:** + Advanced understanding of Windows, macOS, and Linux operating systems. + Experience with Active Directory, Office 365, and remote support tools. + Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN). + Familiarity with ticketing systems like ServiceNow, JIRA, or Zendesk. + **Certifications:** + CompTIA A+, Network+, or Microsoft certifications (MCSA/MCSE) are highly desirable. + ITIL 4 Foundations preferred. + **Problem-Solving:** Excellent troubleshooting and analytical skills with the ability to think critically under pressure. + **Communication:** Strong verbal and written communication skills to effectively assist users and document resolutions. + **Team Player:** Ability to work independently and as part of a team, contributing to the overall success of the IT department. **Preferred Qualifications:** + Experience in an ITIL-driven environment. + Familiarity with cloud services such as Azure or AWS. + Basic knowledge of scripting (PowerShell, Python) is a plus. **Work Environment:** This position is primarily an office-based role **Additional Locations** : * Canada - Ontario - Markham * Canada * Canada - Ontario * Canada - Ontario - Markham