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Technical Support Engineer
hace 2 meses
We are seeking a highly skilled Technical Support Engineer to join our Lenovo Infrastructure Solutions Group (ISG) Premium Services Support team in Mexico. As a critical member of our team, you will be responsible for providing exceptional customer support and resolving complex technical issues.
Key Responsibilities- Primary Point of Contact: Serve as the primary point of contact for ISG hardware, software, and overall problem resolution.
- End-to-End Case Management: Manage cases from start to finish, ensuring timely and effective resolution.
- Live Call Center Support: Provide live technical support to customers via phone, chat, and eTicketing.
- Collaboration and Interface: Collaborate with peer Geo Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
- Complex Problem Resolution: 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.
- Customer Satisfaction: Maintain outstanding customer satisfaction scores, with professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.
- Problem Severity and Prioritization: Accurately diagnose problem severity levels and prioritize call loads appropriately.
- Documentation and Knowledge Sharing: Generate accurate, high-quality trouble ticket, incident documentation, and knowledge base updates, as well as other customer and problem documentation as required.
- Direct Contact Center Experience: 3+ years of direct contact center experience in similar Intel and AMD based hardware environments.
- Prior Experience as a Level 2 Agent: Prior experience as a Level 2 contact center agent.
- Technical Troubleshooting Skills: Experience troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between component and the data flow.
- Shift Assignment and Weekend/Holiday Coverage: Shift assignment plus weekend and holiday coverage may be required.
- Technical Knowledge of VMware, Microsoft, Red Hat, and SUSE Operating Systems: Technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems.
- Microsoft Certifications: Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud).
- Intermediate English and Portuguese Level: Intermediate English and Portuguese level preferred.
