At Shire, we are proud and grateful to employ military veterans and thank them for their contributions to our company and our country. See where your military experience can play a role at Shire by using our military skills translator job search tool below:
ISG Premier Technical Support Specialist
General Information
Req #
WD00071015
Career area:
Services
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Thursday, September 26, 2024
Working time:
Full-time
Additional Locations :
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$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
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
Lenovo Solutions and Services Group (SSG) brings together all of Lenovo’s IT solutions and services across PC, infrastructure, and smart verticals, including attached services, managed services, and as-a-Service offerings, into one dedicated organization. By providing a truly global solution that offers everything from pocket to cloud via a single contract under the TruScale brand, we’re empowering our customers to transform their vision into value.
As a Premier Technical Support Specialist on our ISG Premier Support Team, you will be part of a highly versatile team of technical support engineers, providing live support to customers via phone, chat, and eTicketings. You will be required to accurately log and categorize cases in our tracking system and ensure prompt and efficient case intake calls are being had that meet established targets.
Job Responsibilities:
A high focus on customer CSATs
Providing technical support through eTicketing and chat functions as a secondary "overflow" agent
Resolving complex and collaborative calls with Level 3 teams and hardware/software development teams
Documenting accurate and high-quality trouble tickets, incident reports, and knowledge base updates
Recreating customer issues using logs, system management tools, and industry-standard problem resolution tools and protocols
Ensuring customer incident resolution at industry-leading closure rates
Assigning tickets to the appropriate support engineers based on required skillsets
Monitoring Premier support queues and assigning incidents before missing response time SLAs
Basic Qualifications:
3+ years of direct contact center experience as a level ½ agent in similar Intel or AMD hardware environments
3+ years of solution-level troubleshooting experience for appropriate data collection and isolation
3+ years of network, server, and storage troubleshooting experience
Preferred Qualifications:
Knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems
Microsoft MCSA and MCSE certifications in server operating systems, infrastructure, and cloud
Knowledge of Hyperconverged Technologies such as Nutanix, Azure, VSAN, etc.
Experience with containers such as Rancher, Kubernetes, Docker, and Tanzu
Nutanix NCA, NCP-MCI, and NCM-MCI certifications a PLUS
VMware NCP-DCV, NSX, and vSAN certifications a PLUS
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 :
United States of America - North Carolina - Morrisville
United States of America
United States of America - North Carolina
United States of America - North Carolina - Morrisville