Staff Technical Support Engineer

**General Information**:

- Req #
- WD00084262
- Career area:

- Engineering
- Country/Region:

- Mexico
- State:

- Distrito Federal
- City:

- Mexico D.F.
- Date:

- Friday, June 13, 2025
- Working time:

- Full-time

**Additional Locations**:

- Mexico - Distrito Federal - Mexico D.F.

**Why Work at Lenovo**:

- We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

**Description and Requirements**:
**Position Description**

At Lenovo, we are focused on a bold vision to deliver smarter technology for all, we are developing world changing technologies that create a more inclusive, trustworthy, and sustainable digital society. By designing, engineering, and building the world’s most complete portfolio of smart devices and infrastructure, we are also leading an Intelligent Transformation - to create better experiences and opportunities for millions of customers around the world. Join us in defining our world of tomorrow and creating smarter technology for all

**Responsibilities**:

- Handle incoming customer cases within service SLA agreements, ensuring prompt first contact. Collect all necessary information to address the issue effectively and document the ticket comprehensively.
- Take ownership of common cases, such as hardware or software issues, respond to information and documentation requests, and escalate complex cases to higher support levels (internal Teams and external Vendors).
- Maintain exceptional customer satisfaction scores by demonstrating professional communication and utilizing soft skills to manage and resolve difficult customer situations.
- Create accurate, high-quality trouble tickets, incident documentation, and knowledge base updates, while adhering to company standards.
- Analyze and interpret system logs to identify known issues and develop actionable plans to communicate to customers. Utilize system management tools and industry-standard problem resolution tools and protocols.
- Achieve and maintain industry-leading incident resolution and closure rates.

**Position Requirements**

**Education**
- BA/BS degree in a related engineering field or equivalent practical experience.

**Experience**
- ** 2+ years** of experience troubleshooting datacenter hardware, including data collection (logs), developing action plans, and managing cases with end-to-end ownership.
- ** 2+ years** of experience as a Level 1 contact center agent, demonstrating proven expertise in strategic thinking and a strong focus on customer satisfaction.
- ** 1+ years** of hands-on experience in network troubleshooting.
- Exceptional communication and problem-solving skills, with the ability to handle complex situations while maintaining customer confidence.

**Technical Skills**
- In-depth knowledge of hardware components and processes for identifying and resolving hardware failures.
- Proficiency in virtualization technologies (e.g., Nutanix, VMware, OpenShift) and server operating systems, including Microsoft, Red Hat, and SUSE.
- Familiarity with ITIL frameworks or similar industry-standard methodologies for IT service management.

**Language Skills**
- Intermediate proficiency in English, both spoken and written, with the ability to communicate technical concepts clearly and effectively.

**Preferred Qualifications (will be a PLUS)**
- Certifications:

- Microsoft/Linux (server operating systems, infrastructure, and cloud).
- Nutanix: NCA, NCP-MCI, NCM-MCI.
- VMware: VCP, vSAN, VCP.
- NetApp: NCDA, NCIE.
- Experience with:

- Storage administration and troubleshooting.
- Hyperconverged technologies such as Nutanix, Azure, and vSAN.
- Containers: Rancher, Kubernetes, Docker, Tanzu.
- Languages
- Intermediate Portuguese proficiency (spoken and written).
- Intermediate Spanish proficiency (spoken and written).
- Ticketing tool
- Microsoft Dynamics 365 CRM tool experience

**Additional Locations**:

- Mexico - Distrito Federal - Mexico D.F.
- Mexico
- Brazil - Distrito Federal
- Mexico - Distrito Federal - Mexico D.F.