Isg Cec Technical Support Engineer

4 weeks ago

Bengaluru, Karnataka, India Lenovo Full time

ISG CEC Technical Support Engineer Hardware and Software General InformationReq WD00070000Career area Information TechnologyCountry Region IndiaState KarnatakaCity BANGALOREDate Friday September 6 2024Working time Full-timeAdditional Locations India - Karn xc4 x81taka - Bangalore India - Karn xc4 x81taka - BANGALORE Why Work at LenovoWe 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 217 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 and read about the latest news via our Description and RequirementsPosition Description The Lenovo ISS - ISG Customer Engagement Center CEC Technical Support Engineer is a critical member of the Lenovo ISS - ISG Support Organization Strong technical skills complex problem collaboration skills as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents Technical Support Engineers must resolve the most complex customer problems often collaborating with hardware Level 3 Product Engineer support teams Lenovo ISS - ISG CEC Technical Support Engineers must be experienced remote support agents having strong technical troubleshooting skills in networking storage and Operating Systems Industry leading certifications with comprehensive server software problem resolution skills for major OEM server operating system software and hypervisors as well as sophisticated hardware tuning configuration and performance management skills are required Strong network infrastructure and security skills are also required Excellent language customer issue handling and communications skills are essential to this position Candidates may undergo a detailed interview process consisting of technical scenarios customer skill vetting as well as role play interviewing and hands-on problem recreation and problem resolution testing Key Responsibilities Serve as the primary point of contact for hardware Operating System Lenovo xClarity Controller Utilities and overall problem resolution interfacing and collaborating with 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 HW SW 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 knowledgebase updates as well as other customer and problem documentation as required Position Requirements Experience Language and Certification requirements One to Five years of contact center experience in similar Intel based hardware environments Prior experience as a Level 2 support engineer Troubleshooting from a solution level for appropriate data collection logs and isolation architectural level and interfaces between componentry and the data flow o Networking troubleshooting skills i e switch Internet protocols o Software oriented troubleshooting from the Operating System level Storage troubleshooting knowledge skills software defined storage in Azure Stack NetApp Expert technical knowledge of VMware Microsoft Red Hat and SUSE operating systems Deep technical expertise in industry standard systems management tools Language English speaking and written skills required Preferred Storage NetApp NCSE NCDA or any other storage certificate strongly preferred Microsoft Certificate relates to Azure MCSA and MCSE certifications preferred server operating systems infrastructure and cloud Red Hat RHCSA RHCE RHCA preferred Datacenter Cloud SUSE CLA CLP preferred Networking Switch CCNA CCNP CCIE VMware VCP7-DCV Nutanix NCP NCAP Additional Locations India - Karn xc4 x81taka - Bangalore India - Karn xc4 x81taka - BANGALORE India India - Karn xc4 x81taka India - Karn xc4 x81taka - Bangalore India - Karn xc4 x81taka - BANGALORE NOTICE FOR PUBLICAt Lenovo we follow strict policies and legal compliance for our recruitment process which includes role alignment employment terms discussion final selection and offer approval and recording transactions in our internal system Interviews may be conducted via audio video or in-person depending on the role and you will always meet with an official Lenovo representative Please beware of fraudulent recruiters posing as Lenovo representatives They may request cash deposits or personal information Always apply through official Lenovo channels and never share sensitive information Lenovo does not solicit money or sensitive information from applicants and will not request payments for training or equipment Kindly verify job offers through the official or contact IndiaTA lenovo com Stay informed and cautious to protect yourself from recruitment fraud Report any suspicious activity to local authorities Lenovo

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