Premier Technical Support Specialist

Morrisville, NC

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge. 

We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. 

The one thing that’s missing? Well… you...

Description and Requirements

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!

Premier Technical Support is a new and exciting Lenovo division. As a Premier Technical Support Specialist, you will work with customers in resolving technical issues beyond the standard level one support most provide. In this role, you be delivering our best-in-class support to Lenovo’s customers. As part of your work, you will provide support via email and phone while accurately diagnosing reported problems within our client’s product environment (notebooks, desktops, and tablets), dispatching parts and service to customer sites as needed. You will also be handling customer escalations with support from our Level 2 Engineers and Technical Account Managers as needed. The ideal candidate will be highly technical and have an inner drive to learn even more as part of a growing team. This position is a technical role within the Premier Technical Support team based in Morrisville, NC.

Job Responsibilities

  • Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service-related issues
  • Troubleshoot to identify hardware and software issues in many different customer environments
  • Advise and educate customers through a combination of experience/documentation to ensure a solution
  • Translate complex technical details/instructions to each customer’s level
  • Provide closed loop feedback on recurring issues with teammates and relevant engineering staff
  • Work with Technical Account Managers (TAM) to monitor and track issues to ensure accurate resolution
  • Actively monitor case workload and drive closure within SLA’s

Basic Requirements

  • Degree in IT/Computer Science or related technology field, or equivalent experience
  • 2-4 years of experience in Hardware support
  • 1-3 years of experience in troubleshooting hardware (PC, Laptop, Tablet, ect.)
  • 1-3 years of experience in troubleshooting software/OS (Windows OS, Linux)

Preferred Qualifications

  • Ability to work 2nd/3rd shift HIGHLY PREFERRED
  • Demonstrate excellent written and verbal communication skills

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, status as a veteran, and basis of disability or any federal, state, or local protected class.

Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo’s US Vaccination Policy and be fully vaccinated against COVID-19, subject to any applicable accommodations. To be fully vaccinated means individuals must receive the full series of a vaccine either approved by the FDA or WHO and listed by the CDC (e.g. two dose of the Moderna, AstraZeneca or Pfizer-BioNTech vaccines; or one dose of the Johnson & Johnson vaccine). This applies to all US-based employees, contractors and interns, regardless of work location. As a condition of employment, you must provide proof that you are fully vaccinated or follow Lenovo’s accommodation process.

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