Technical Support Specialist
hace 1 mes
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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