Technical Support Engineer (Hardware and Software)

Lenovo

Petaling Jaya, Selangor
Permanent
Full-time

19 days ago

Technical Support Engineer (Hardware and Software)General InformationReq #WD00063068Career area:Information TechnologyCountry/Region:MalaysiaState:SelangorCity:Petaling JayaDate:Tuesday, April 9, 2024Working time:Full-timeAdditional Locations:

Malaysia - Selangor - Petaling Jaya

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 #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 , and read about the latest news via our .Benefits & CultureAt Lenovo, you are part of a company where all add value and all belong. You team together with trust and respect in support of each other and our global community. Check out what we offer and build a rewarding career with us!

A multitude of professional and personal development opportunities
Access to various trainings
An international team with a high focus on diversity & inclusion
Hybrid working environment, one of the most forward-thinking IT companies.

…and a lot of fun: We like to celebrate our successes!Description and RequirementsPosition Description:The Lenovo Customer Engagement Center (CEC) is a Premium Technical support team that supports and resolves technical issues related to Hardware & Software.You will

Serve as primary point of contact for hardware, operations system, Lenovo xClarity Controller Utillities 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.

You bring

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
Networking troubleshooting skills (i.e. switch, Internet protocols)
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.
Fluent communication (English) and interpersonal skills.

Additional Locations:

Malaysia - Selangor - Petaling Jaya

Malaysia

Malaysia - Selangor

Malaysia - Selangor - Petaling Jaya

Lenovo

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