Level 2 Premier Technical Support Specialist in Essen bei Lenovo

Level 2 Premier Technical Support Specialist m/f/d in Essen bei Lenovo

Lenovo

General Information

Req #

WD00051844

Career area:

Services

Country/Region:

Germany

State:

North Rhine-Westphalia

City:

Essen

Date:

Thursday, April 27, 2023

Working time:

Full-time

Additional Locations:

Germany - Baden-Württemberg - Stuttgart

Germany - North Rhine-Westphalia - Essen

Germany - Baden-Württemberg - Stuttgart

Germany - North Rhine-Westphalia - Essen

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

The one thing that’s missing? Well… you...

Description and Requirements

This is primarily a senior technical role where you 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) install base. This activity will include, working on escalations from Level 1 support teams as well as specific cases identified by the quality and Resolution Management teams. You will also act as a Technical Mentor to Level 1 Support technicians.

You will report to Technical Support Manager based in Germany.

Day-To-Day Tasks:

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
Work with the CritSit team to monitor and track issues to ensure accurate resolution
Occasionally distribute 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

Key Competencies Needed:

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 prioritise 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 and German

Candidate Pre-Requisites:

5+ years of experience in Client Technical Support roles.
Experience within IT Services and Working with Field Service Providers

What Lenovo can offer You:

An open and stimulating environment within one of the most forward-thinking IT companies
Opportunities for career development & growth
Access to training for personal development
An international team with a high focus on Gender Diversity
Attractive compensation