Premier Technical Lead

Lenovo Solutions and Services Group (SSG) is the hub for all of Lenovo's IT solutions and services, spanning PC, infrastructure, and smart verticals. Our dedicated organization integrates attached services, managed services, and as-a-Service offerings into a comprehensive global solution. Through our TruScale brand, we offer a unified contract that covers everything from pocket to cloud, enabling our customers to turn their vision into tangible value.

We are currently seeking a highly skilled Level 2 Technical Lead to join our Premier Technical Support Group, focusing on Premier North America Service and Support. In this role, you will play a crucial part in managing, tracking, and resolving customer software and hardware-related technical issues on the Technical Support Specialist (TSS) floors. Your efforts will be guided by a commitment to customer satisfaction and meeting resolution metrics, as you collaborate with Lenovo customers, sales teams, customer relations, and Premier TSS.

Main Responsibilities:

• Identify and troubleshoot technical issues promptly, ensuring urgent resolution of customer concerns.
• Collaborate with and support Technical Support Specialists, sharing best practices to enhance overall team performance.
• Provide assistance in managing the telephony queue during peak times, with the flexibility to work weekend shifts and additional 2nd shift hours (Mon. - Fri.) as required.

Basic Qualifications:

• 3-5 years of experience in hardware support/testing for Desktop, Laptop, Tablet.
• 3 years of experience in software support/testing, including Linux and Windows OS support/deployment.
• 3 years of Call Center experience.
• Technical expertise spanning both hardware and software platforms, with a strong background in mobile/notebook/tablet/workstation/desktop computing.

Preferred Qualifications:

• A+ certification.
• Proficiency in software problem determination.
• Experience with SCCM and deployment technologies.
• Excellent communication skills.
• If you are a dynamic professional with a solid technical background and a commitment to customer satisfaction, we invite you to join our team and contribute to the success of Lenovo Solutions and Services Group.