Premier Technical Lead

　　General Information

　　Req #

　　WD00060569

　　Country/Region:

　　United States of America

　　State:

　　North Carolina

　　City:

　　Morrisville

　　Date:

　　Wednesday, January 24, 2024

　　Working time:

　　Full-time

　　Additional Locations :

　　United States of America - North Carolina - MorrisvilleWhy Work at Lenovo

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

　　Lenovo is a US$62 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

　　This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit https://www.lenovo.com, and read about the latest news via our StoryHub.

　　Description and Requirements

　　Lenovo Solutions and Services Group (SSG) is the hub for all of Lenovo's IT solutions and services, spanning PC, infrastructure, and smart verticals. Our dedicated organization integrates attached services, managed services, and as-a-Service offerings into a comprehensive global solution. Through our TruScale brand, we offer a unified contract that covers everything from pocket to cloud, enabling our customers to turn their vision into tangible value.

　　We are currently seeking a highly skilled Level 2 Technical Lead to join our Premier Technical Support Group, focusing on Premier North America Service and Support. In this role, you will play a crucial part in managing, tracking, and resolving customer software and hardware-related technical issues on the Technical Support Specialist (TSS) floors. Your efforts will be guided by a commitment to customer satisfaction and meeting resolution metrics, as you collaborate with Lenovo customers, sales teams, customer relations, and Premier TSS.

　　Main Responsibilities:

　　Identify and troubleshoot technical issues promptly, ensuring urgent resolution of customer concerns.

　　Collaborate with and support Technical Support Specialists, sharing best practices to enhance overall team performance.

　　Provide assistance in managing the telephony queue during peak times, with the flexibility to work weekend shifts and additional 2nd shift hours (Mon. - Fri.) as required.

　　Basic Qualifications:

　　3-5 years of experience in hardware support/testing for Desktop, Laptop, Tablet.

　　3 years of experience in software support/testing, including Linux and Windows OS support/deployment.

　　3 years of Call Center experience.

　　Technical expertise spanning both hardware and software platforms, with a strong background in mobile/notebook/tablet/workstation/desktop computing.

　　Preferred Qualifications:

　　A+ certification.

　　Proficiency in software problem determination.

　　Experience with SCCM and deployment technologies.

　　Excellent communication skills.

　　If you are a dynamic professional with a solid technical background and a commitment to customer satisfaction, we invite you to join our team and contribute to the success of Lenovo Solutions and Services Group.

　　We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

　　Additional Locations :

　　United States of America - North Carolina - Morrisville

　　United States of America

　　United States of America - North Carolina

　　United States of America - North Carolina - Morrisville