Technical Support Specialist

hace 1 mes

Ciudad de México, Ciudad de México Lenovo A tiempo completo
Job Title: Technical Support Specialist

Lenovo is seeking a highly skilled Technical Support Specialist to join our Infrastructure Solutions Group (ISG) 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.
  • Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud).
  • VMware: VCP6-DCV, VCIX6-DCV strongly preferred.
  • Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud).
  • SUSE: SCA, SCE, CLP, Rancher.
  • Nutanix: NCA, NCP-MCI, NCM-MCI.
  • NetApp: NCDA, NCIE.
  • Containers: Rancher, Kubernetes, Docker, Tanzu.
  • Hyperconverged Technologies: Nutanix, Azure, VSAN, etc.

Additional Locations: Mexico - Distrito Federal - Mexico, Mexico, Brazil - Distrito Federal, Mexico - Distrito Federal - Mexico

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