Job Information
Lenovo Level 2 Premier Technical Support Specialist in Slovakia
Level 2 Premier Technical Support Specialist
General Information
Req #
WD00066659
Career area:
Services
Country/Region:
Slovakia
State:
Bratislavský kraj
City:
Bratislava
Date:
Thursday, June 13, 2024
Working time:
Full-time
Additional Locations :
- Slovakia
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 #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 www.lenovo.com , and read about the latest news via ourStoryHub (https://news.lenovo.com/) .
Description and Requirements
Level 2 Premier Technical Support Specialist role is primarily a senior technical role and will work within Premier Technical Support team, interacting with the Lenovo Product & Quality teams, Delivery Partners as well as corporate customers to identify fault trends & technical fixes that lead to resolution plans within the client product (notebooks, desktops, tablets, monitors, smart devices) install base. This activity will include working on escalations from Level 1 support teams, analysing repair data and working with the management team on identifying solution to achieve service quality KPIs. You will also act as a Technical Mentor to Level 1 Support specialists and will report to the Technical Support Manager.
Responsibilities:
Assist level 1 technicians and customers by diagnosing problems and providing resolutions for technical and service issues
Provide coaching and mentoring to level 1 technicians
Troubleshooting to identify products that are defective
Advise & educate customers through procedural guideline documentation to ensure a solution to their technical issues
Recreate, identify and provide input on recurring, systemic or high complexity customer problems and share that information with other technical teams when relevant
Working with the CritSit team to monitor and track issues to ensure accurate resolution
Occasionally distributes pertinent cross-functional technical information to Sales, Resolution Managers, Customer Care & Partners
Effective communications to key stakeholders (internal and external)
Deep Dive appraisals of NPI and service offerings needed
Identify tools and automation opportunities
Requirements:
3+ years of experience in Client Technical Support roles.
Experience within IT Services and Working with Field Service Providers
Advanced Knowledge on Windows Operating Systems and MS Products
Proven ability to troubleshoot hardware issues across notebooks, desktops, workstations and IoT devices.
Effective communication skills at all levels - written and verbal
Superior customer service skills
Able to use advanced problem solving skills and methodologies
Proven ability to learn new and complex technology
Able to prioritize in a fast paced, dynamic work environment
Ability to commit and hold to delivery dates, but also work with agility and speed to respond to short notice requests
Effectively transfer thoughts and expresses ideas verbally in individual or group situations
Business Fluent English
Base gross monthly salary starts from 2.000 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also a variable part (a bonus) in value of 12% of your annual earnings.
What we offer:
Healthcare and well-being
Healthcare in private medical center, fully paid sick leave, paid bonus sick days, fitness programs & sports packages, health days on site, discounts to gyms, yoga on site, extra contribution to meal card
Work - life balance
Extra vacation days, flexible working hours, service awards, home office, work & life coaching on site, massages on site, contribution to wedding and childbirth
Development
Soft skills and hard skills trainings, special development programs for both individual contributors and potential team leaders / people managers, language courses on site, internal rotation program, financial contribution to external language courses
Bonus system
Motivating performance bonus system, financial bonus for referring a friend, notebook for personal use, company mobile based on seniority level
Community life (CSR)
Volunteering & charity events, diversity and LGBT events, initiatives for seniors, children, people with disabilities, animals, “women in leadership”
You will report to SSG (Solutions & Services Group) organization structure.
SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers’ stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
Additional Locations :
Slovakia
Slovakia