Enterprise Technical Support Engineer

Position Description

At Lenovo, we are focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that create a more inclusive, trustworthy, and sustainable digital society. By designing, engineering, and building the world’s most complete portfolio of smart devices and infrastructure, we are also leading an Intelligent Transformation - to create better experiences and opportunities for millions of customers around the world. Join us in defining our world of tomorrow and creating smarter technology for all!

We’re looking for a Services Support Engineer within the Infrastructure and Solutions Group (ISG) at Lenovo. The Ideal candidate will have strong technical skills, complex problem collaboration skills, as well as outstanding customer support, and professional communications skills, which 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

• Resolve complex, collaborative calls working with Level 3 teams and Hardware/Software development teams, as well as hardware problem determination and hardware services delivery providers

• Troubleshoot and provide solutions for datacenter servers, networking equipment, and hyperconverged solutions.

• Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution

• Generate accurate, high-quality trouble tickets, incident documentation, and knowledge base updates, as well as other customer and problem documentation as required

• Recreate customer issues when needed using logs, system management tools, and industry-standard problem resolution tools and protocols

• Ensure customer incident resolution at industry-leading incident closure rates

• Shift assignment, On-call, plus weekend and holiday rotation may be required

Basic Qualifications

• Fluency in both English and French mandatory

• BA/BS degree in a related Engineering field, or equivalent experience

• 3+ years of direct contact center experience in similar Intel or AMD-based hardware environments

• 3+ years of troubleshooting from a solution level for appropriate data collections (logs) and isolation

• 3+ years of network troubleshooting experience

• 3+ years of experience as a Level 2 contact center agent

Preferred Qualifications

(Any disciplines in one or two areas)

• Experience troubleshooting from an Enterprise solution level for appropriate data collection (logs) and problem determination.

• Server enterprise hardware troubleshooting experience

• Technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems

• Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud)

• Hyper-converged Technologies: Nutanix, Azure, VMware, San, etc.

• Containers: Rancher, Kubernetes, Docker, Tanzu a PLUS

• Nutanix: NCA, NCP-MCI, NCM-MCI