Technical Support Engineer

hace 1 semana


Xico, México Lenovo A tiempo completo

Job Summary

We are seeking a highly skilled Technical Support Engineer to join our Lenovo team. As a Technical Support Engineer, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities

  • Serve as the primary point of contact for hardware, software, and overall problem resolution.
  • End-to-end case management.
  • 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.
  • Ownership of all software, hypervisor, configuration, infrastructure, and usability issues.
  • 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.
  • Accurately diagnose problem severity levels and prioritize call loads appropriately.
  • Recreate customer issues when needed using logs, system management tools, and industry standard problem resolution tools and protocols.
  • Generate accurate, high quality trouble ticket, incident documentation, and knowledge base updates, as well as other customer and problem documentation as required.

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.
  • Shift assignment plus weekend and holiday coverage may be required.

Preferred Skills

  • Technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems.
  • Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud).
  • Intermediate English and Portuguese level preferred.


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