Managed Service Desk Support Specialist
hace 1 día
Job Title: Managed Service Desk Engineer
Description: Lenovo Managed Service Desk is a cutting-edge technical support team that provides exceptional service to Lenovo's customers in Latin America. As a Managed Service Desk Engineer, you will be responsible for delivering top-notch technical support to our customers, resolving complex technical issues, and providing expert guidance on Lenovo's products and services.
Responsibilities:
• Provide technical support to Lenovo's customers in Latin America, including troubleshooting hardware and software issues, resolving technical problems, and answering technical questions.
• Collaborate with Level 2 engineers and technical account managers to resolve customer escalations and ensure timely resolution of technical issues.
• Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service-related issues.
• Work with Technical Account Managers (TAM) to monitor and track issues to ensure accurate resolution and meet service level agreements (SLAs).
• Document all interactions in Lenovo's CRM system to ensure accurate tracking and reporting of customer issues.
Requirements:
• Minimum of 1-3 years of experience in technical support or customer-facing technical role.
• Excellent communication skills, verbal and written, in Spanish, Portuguese, and English languages.
• CompTIA certifications (A+, Network+, Security+, etc.) and/or degree in Computer Science, Information Technology, or related field.
• Ability to work effectively in a fast-paced, dynamic environment and learn quickly with a proven record of learning new and challenging technologies.
• Experience working in a call center type of environment and excellent communication, interpersonal, and critical thinking skills.
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