**Introduction** At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress. **Your role and responsibilities** * Provide hardware remote technical support, troubleshooting and analysis assistance for hardware installation (or reinstallation), usage, configuration questions and software installation for Lenovo PC products. * Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction. * Demonstrate excellent oral and written communication skills. Provide answers for general usage and operation questions. Provide problem determination / problem source Identification. * Review diagnostic information to assist in isolation of a problem cause. Identify known defects and fixes to resolve problems. Identify suspected defects and engage escalation team to assist in resolution. * Aid with questions regarding product documentation related to the supported products. * Interpret online manuals regarding Lenovo code and application interfaces. * Strong in soft skills and negotiation to handling customers escalations or complains. * Collaborate with other support centers and business units to provide seamless problem resolution. * Demonstrate proficiency in the hardware platform supported by maintaining applicable technical certifications. * Supporting USA/CA customers, USA/CA time zone, Shift based/rotation, 24/7. **Required technical and professional expertise** * Exposure to Technical Troubleshooting: Experience working with remote troubleshooting and analysis of hardware and software issues, including installation, usage, and configuration problems. * Familiarity with Problem Resolution: Exposure to identifying known defects and fixes, and providing assistance on supported product known defects. * Understanding of Diagnostic Tools: Experience working with diagnostic information, including traces and dumps, to isolate problem causes. * Basic Knowledge of Technical Certifications: Exposure to maintaining technical certifications for hardware and software platforms. * Experience with Client Communication: Experience working with clients, providing technical support and demonstrating excellent oral and written communication skills. · Expressing any certain aspect of the workplace to make it better "Self-motivated ". * · Fluent in English is a must. **Preferred technical and professional experience** · B.Sc. in Electronics/Communication/Computer Engineering - Computer science IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.