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Job Title: Managed Service Desk Engineer
Job Summary:
We are seeking a highly skilled Technical Support Specialist to join our Lenovo Managed Service Desk team. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to Lenovo's enterprise customers in Latin America. You will assist customers in resolving technical issues beyond the standard level one support, troubleshoot hardware and software issues, and communicate effectively with end-users to resolve technical problems.
Key Responsibilities:
- Provide technical support to Lenovo's customers via email and phone, including troubleshooting hardware and software issues, resolving technical problems, and answering technical questions.
- Communicate effectively with end-users by translating complex technical details/instructions to match each customer's level.
- Collaborate with Level 2 engineers and technical account managers to resolve customer escalations.
- 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.
- Actively monitor case workload and drive to closure within SLA's.
- Document all interactions in Lenovo's CRM.
Requirements:
- Minimum of 1-3 years of experience in technical support or customer-facing technical role.
- Degree in Computer Science, Information Technology, or related field; or equivalent experience.
- Ability to work effectively in a fast-paced, dynamic environment.
- Ability to learn quickly with a proven record of learning new and challenging technologies.
- Experience working in a call center type of environment.
- Excellent communication, interpersonal, and critical thinking skills.
