Technical Support Specialist

hace 6 días

Ciudad de México, Ciudad de México Lenovo A tiempo completo
Job Title: Technical Support Specialist

Lenovo is seeking a highly skilled Technical Support Specialist to join our Infrastructure Solutions Group (ISG) Premium Services team. As a critical member of our Services Delivery team, you will be responsible for providing exceptional technical support to our customers, resolving complex problems, and collaborating with OEM software and hardware Level 3 support teams.

Key Responsibilities:
  • Provide primary technical support for ISG hardware, software, and overall problem resolution.
  • Manage end-to-end case management, including live call center technical support using multiple systems.
  • Interface and collaborate with peer Geo Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
  • Own software, hypervisor, configuration, infrastructure, and usability issues, resolving complex calls working with Level 3 teams and Hardware/Software development teams.
  • Ensure customer incident resolution at industry-leading incident closure rates.
  • Maintain outstanding customer satisfaction scores, defusing difficult customer situations and working towards problem resolution.
  • Accurately diagnose problem severity levels and prioritize call loads appropriately.
  • Recreate customer issues using logs, system management tools, and industry-standard problem resolution tools and protocols.
  • Generate accurate, high-quality trouble tickets, incident documentation, and knowledge base updates.
Requirements:
  • 3+ years of direct contact center experience in similar Intel and AMD-based hardware environments.
  • Prior experience as a Level 2 contact center agent.
  • Experience troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between component and data flow.
  • Shift assignment, weekend, and holiday coverage may be required.
Preferred Skills:
  • Network troubleshooting experience.
  • Technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems.
  • Certifications in server operating systems, infrastructure, and cloud.
  • Experience with hyperconverged technologies, containers, and intermediate English and Portuguese language skills.

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