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ISG CEC Technical Support Specialist

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Lenovo Full time
Job Summary

We are seeking a highly skilled Technical Support Engineer to join our Lenovo ISS - ISG Customer Engagement Center (CEC) team. As a critical member of our support organization, you will be responsible for resolving complex customer problems, collaborating with hardware and software development teams, and ensuring exceptional customer satisfaction.

Key Responsibilities
  1. Provide primary technical support for hardware, operating systems, and Lenovo xClarity Controller Utilities, collaborating with Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
  2. Own software, hypervisor, configuration, infrastructure, and usability issues, ensuring timely and effective resolution.
  3. Work collaboratively with Level 3 teams and hardware and software development teams to resolve complex, collaborative calls and hardware problem determination.
  4. Ensure industry-leading incident closure rates and maintain outstanding customer satisfaction scores.
  5. Accurately diagnose problem severity levels and prioritize call loads appropriately.
  6. Recreate customer issues using logs, system management tools, and industry-standard problem resolution tools and protocols.
  7. Generate accurate, high-quality trouble tickets, incident documentation, and knowledgebase updates.
Requirements

To be successful in this role, you will need:

  1. One to five years of contact center experience in similar Intel-based hardware environments.
  2. Prior experience as a Level 2 support engineer.
  3. Strong technical skills, including troubleshooting from a solution level, networking troubleshooting, and software-oriented troubleshooting.
  4. Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems.
  5. Deep technical expertise in industry-standard systems management tools.
  6. Language: English speaking and written skills required.

Preferred qualifications include industry-leading certifications, such as NetApp NCSE, NCDA, or Microsoft Azure, MCSA, and MCSE certifications.