Technical Support Specialist

hace 1 mes


Ciudad de México, Ciudad de México Lenovo A tiempo completo

Job Summary

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

Key Responsibilities:

  • Provide live call center technical support using multiple systems, including phone, chat, and eTicketing.
  • Interface and collaborate with peer Geo Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
  • 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.
  • Ensure customer incident resolution at industry leading incident closure rates.
  • Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.

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 the data flow.

Preferred Skills:

  • Network troubleshooting experience.
  • Technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems.
  • Industry leading certifications, with comprehensive server software problem resolution skills for major OEM server operating system software and hypervisors.

Additional Information:

This position may require shift assignment, weekend, and holiday coverage.



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