Senior Technical Support Professional

24 hours ago

Bengaluru, Karnataka, India Lenovo Full time
Job Description

The Lenovo ISS - ISG Customer Engagement Center (CEC) Technical Support Engineer is a critical member of the Lenovo ISS - ISG Support Organization. This role requires strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communications skills to ensure 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. They must be experienced remote support agents, having strong technical troubleshooting skills in networking, storage, and Operating Systems.

A key responsibility of this position is to 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.

This role also involves ownership of all software, hypervisor, configuration, infrastructure, and usability issues. The successful candidate will 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.

To succeed in this role, you must have excellent language, customer issue handling, and communications skills. You should be able to maintain outstanding customer satisfaction scores, defuse difficult customer situations, and work to problem resolution.

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.
  • 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.
Requirements:

To be considered for this role, you must have one to five years of contact center experience in similar Intel-based hardware environments. Prior experience as a Level 2 support engineer is preferred. You should have strong troubleshooting skills from a solution level, including data collection and isolation at architectural and interface levels.

You should also have expertise in industry-standard systems management tools and deep technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems. Language: English speaking and written skills are required.

Preferred qualifications include certifications such as Storage: NetApp NCSE, NCDA or any other storage certificate; Microsoft: Certificate relates to Azure, MCSA and MCSE certifications; Red Hat: RHCSA, RHCE, RHCA; SUSE: CLA, CLP; Networking Switch: CCNA, CCNP, CCIE; VMware: VCP7-DCV; Nutanix: NCP NCAP.

Estimated Salary Range:

$80,000 - $120,000 per year, depending on location and experience.

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