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 our StoryHub. Description and Requirements
Solution and Services Group (SSG) at Lenovo
Overview: We’re looking for a First Responder Services Support Engineer within the Solution and Services Group (SSG) at Lenovo. The ideal candidate will have strong technical skills, excellent customer support abilities, and professional communication skills. These are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents.
You’ll be part of an extremely versatile team of Technical Support Engineers and Leads who help drive excellent service to our clients and customers. In this role, you will be providing live call center technical support using multiple systems, including phone, chat, and eTicketing. You will apply your knowledge of hardware and software technology to accurately diagnose problem severity levels and prioritize call loads appropriately. Shift assignment plus weekend and holiday coverage, may be required.
Job Responsibilities:
Provide initial technical support and troubleshooting for customer incidents using phone, chat, and eTicketing systems.Accurately diagnose problem severity levels and prioritize call loads appropriately.Escalate complex issues to upper support teams as necessary.Maintain outstanding customer satisfaction scores with professional communication and soft skills necessary to defuse difficult customer situations and work towards problem resolution.Generate accurate, high-quality trouble tickets, incident documentation, and knowledge base updates, as well as other customer and problem documentation as required.Ensure customer incident resolution at industry-leading incident closure rates.Position Requirements:
Associate degree in a related Engineering field or equivalent experience.1+ years of direct contact center experience in similar Intel or AMD-based hardware environments.1+ years of troubleshooting experience for appropriate data collections (logs) and isolation.Basic network troubleshooting experience.Experience as a Level 1 contact center agent.Preferred Requirements:
Basic technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems.Familiarity with Microsoft certifications (server operating systems, infrastructure, and cloud) is a plus.Understanding of hyperconverged technologies such as Nutanix, Azure, VSAN, etc.Knowledge of container technologies like Rancher, Kubernetes, Docker, Tanzu.Basic understanding of Nutanix and VMware certifications is advantageous. Additional Locations: * Argentina - Capital Federal - CABA * Argentina * Argentina - Capital Federal * Argentina - Capital Federal - CABA