Level 1.5 Technical Support Engineer

: LNVGY).

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Description and Requirements

The role of EMEA Level 1.5 Technical Support Engineer is part of EMEA Technical Services team, a post sales Support unit within EMEA Services organization. The organization provides support to Lenovo customers, business partners and service partners in managing customer complaints, technical escalations and critical situations as part of overall Warranty Service provision for Lenovo EMEA customers.

The L1.5 technical support role is responsible for managing, tracking, and resolving complex software and hardware related technical issues of the authorized warranty service provider. The role requires resolving these issues directly or with Level 2.5 technical support team's engagement.

The successful candidate should have strong technical skills as well as the ability to effectively troubleshoot and solve customer issues and explain complex technical information to a non-technical audience. Candidates must have the ability to establish and maintain effective communication and relationships with Lenovo Warranty Service Providers (e.g. ASP's ), Product Engineering and Lenovo Sales community, including sales executives and teams in other countries.

Roles & Responsibilities

• Provide (Level 1.5) Technical support for Lenovo authorized warranty service providers.

• Work directly with Account teams and Customers to identify and replicate technical issues.

• Provide technical Subject Matter Expert consultation to Lenovo customers as well as to Lenovo Services community.

• Ensure professional and timely communication with Lenovo customers to secure their issue is being understood, worked out and fixed.

• Drive Customer Satisfaction to ensure Lenovo customers continue to perceive Lenovo as a prime supplier of Technical solutions and therefore continue to purchase Lenovo products.

• Leverage the wider Lenovo technical community and resources to ensure that all efforts are made to deliver fix solutions that are workable and sustainable.

Position Requirements:

• In-depth knowledge of PC hardware and peripherals

• Degree in computing subject or in electronic engineering is an advantage

• Logical and methodical approach in addressing issues

• Software problem determination skills

• Experience with Lenovo Vantage tools, PC tablet, Linux, Android OS, Server support, HW and SW testing experience is an advantage

• Project Management skills is an advantage

• Strong customer facing skills both by phone and face to face

• Fluent English required, other languages is an advantage

• Hard worker, passionate about technical topics, goal oriented

• Good organizational and planning skills

• Able to be self motivated and 100% work self sufficient

• Ability to work to deadlines

• Willing to learn new skills

What Lenovo can offer you:

• 3 sick days per year

• Additional vacation days

• 100% sick leave compensation up to 2 months per year

• A broad selection of soft and hard skills trainings and individual mentoring

• 1:1 contribution to the Third Pillar Pension System

• Home office flexibility upon team agreement

Base gross monthly salary starts from 1.500 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 variable part (a bonus) in value of 12% of your annual earnings.

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