Level 2 Premier Technical Support Specialist
Lenovo
Amsterdam, North Holland, Netherlands
2 dagen geleden

Position Description :

This newly created Level 2 Premier Technical Support Specialist role isprimarily a senior technical role and will work within Premier TechnicalSupport team, interacting with the Lenovo Product & Quality teams, DeliveryPartners as well as corporate customers to identify fault trends & technicalfixes that lead to resolution plans within the client product (notebooks,desktops & tablets) install base.

This activity will include, working onescalations from Level 1 support teams as well as specific cases identified bythe quality and Resolution Management teams.

You will also act as a TechnicalMentor to Level 1 Support technicians.

Day-To-Day Tasks :

  • Assists level 1 technicians and customers by diagnosing problems andproviding resolutions for technical and service issues
  • Troubleshooting to identify products that are defective.
  • Advises & educates customers through procedural guideline documentation toensure a solution to their technical issues.
  • Recreates, identifies and provides input on recurring customer problems andshares that information with other technical teams when relevant.
  • Working with the CritSit team monitors and tracks issues to ensure accurateresolution
  • Occasionally distributes pertinent cross-functional technical information toSales, Resolution Managers, Customer Care & Partners
  • Effective communications to key stakeholders (internal and external).
  • Deep Dive appraisals of NPI and service offerings needed
  • Identify tools and automation opportunities.
  • Position Requirements :

    Key Competencies Needed :

  • Working Knowledge on Windows Operating Systems and MS Products
  • Proven ability to troubleshoot Client solutions
  • Effective communication skills at all levels - written and verbal
  • Superior customer service skills
  • Able to problem solve and think laterally
  • Proven ability to learn new and complex technology
  • Able to prioritise in a fast paced, dynamic work environment
  • Ability to commit and hold to delivery dates, but also work with agility andspeed to respond to short-notice requests
  • Effectively transfer thoughts and expresses ideas verbally in individual orgroup situations
  • Business Fluent Local language and English
  • Candidate Pre-Requisites :

    5+ years of experience in Client Technical Support roles.

    Experience within IT Services and Working with Field Service Providers

    About Lenovo Services

    We think and act differently!

    Lenovo Services adopted a new way towards a smart transformation to become asolution-based company. Services offer a comprehensive portfolio of servicesthat support the full lifecycle of the Lenovo products.

    At every stage fromplanning, deployment, support to asset disposal we offer the expertise andservices to more accurately budget for the customer s IT expenses, deliverbetter SLA and generate greater end user satisfaction.

    Shape a new Services culture with us!

    About Lenovo

    Lenovo is a $46 billion global Fortune 500 company and leader in providinginnovative consumer, commercial and enterprise technology.

    Our portfolio ofhigh-quality, secure products and services covers PCs, workstations, servers,storage, smart TVs and a family of mobile products like smartphones, tabletsand apps.

    Everyone here at Lenovo is an integral part of the company, workingtogether, across continents, cultures and innovations, all comprised in afriendly, fast-paced, work environment that focuses on one common goal : to beknown as the best in what we do.

    We are an Equal Opportunity Employer and do not discriminate against anyemployee or applicant for employment because of race, color, sex, age,religion, sexual orientation, gender identity, status as a veteran, and basisof disability or any federal, state, or local protected class.

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