General Information Req WD00059134 Career area: Information Technology Country/Region: Australia State: New South Wales City: Chatswood Date: Monday, November 27, 2023 Working time: Full-time Additional Locations: Australia - New South Wales - Chatswood Why 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. Benefits & Culture At Lenovo, we value Innovation, Entrepreneurship, Teamwork & Serving our Customers. If you strongly align yourself with our culture & belief, you are at the right place. Check out what we offer and build a rewarding career with us At Lenovo we are proud to be an equal opportunity company A multitude of professional and personal development opportunities Competitive remuneration & benefits Access to various trainings Performance-based rewards An international team with a high focus on diversity & inclusion Hybrid working environment, one of the most rewarding thinking IT companies. and a lot of fun: We like to celebrate successes Description and Requirements Position Description: The Lenovo Technical Support Engineer is a critical member of the Lenovo SSG Premium Services team. 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 OEM software and hardware Level 3 support teams. Premium Services 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 communication 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 SSG Premium Services hardware, storage, software, and overall problem resolution, interfacing and collaborating with Level 1 agents, Level 3 OEM agents, and hardware and software development teams. Ownership of storage, 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 enterprise server 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. 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 Preferred: Storage: NetApp NCSE or any other storage certificate strongly preferred VMware: VCP6-DCV, VCIX6-DCV strongly preferred Nutanix: NCP NCAP strongly preferred Microsoft: Certificate relates to Azure, MCSA and MCSE certifications (server operating systems, infrastructure, and cloud) Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud) SUSE: CLA, CLP Additional Locations: Australia - New South Wales - Chatswood Australia Australia - New South Wales Australia - New South Wales - Chatswood