Premier Technical Support Specialist

General Information

Req #

WD00078032

Career area:

Services

Country/Region:

United States of America

State:

North Carolina

City:

Morrisville

Date:

Wednesday, February 26, 2025

Working time:

Full-time

Additional Locations :

• United States of America - North Carolina - Morrisville

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

Key Responsibilities:

• Manage 14 -20 inbound Customer calls during an average daily shift.

• Diagnose and resolve technical problems for customers and field engineers.

• Troubleshoot hardware and software issues in various Customer environments.

• Educate Customers using clear verbal and written language skills.

• Communicate with internal team to identify recurring issues and develop action plans to improve service quality.

• Collaborate with internal team to track and resolve Customer escalations effectively.

• Manage case workload and backlog to ensure compliance with Customer Service Level Agreements (SLA’s).

• Flexibility to work assigned shifts in support of the 24 x 7 call center environment.

Qualifications:

• Minimum 2 years of experience in Client Technical Support.

• Call or Support Center experience a plus.

• CompTIA A+ Certification required; additional certifications (MCSE, CCNA) preferred.

• Proficiency in Windows OS and Microsoft products, including command-line troubleshooting.

• Familiarity with network hardware/software setup, including wireless networks.

• Experience with workstations, RAID storage arrays, docking stations, and computer peripherals.

• Strong troubleshooting skills and ability to learn recent technologies quickly.

• Excellent multitasking and prioritization skills in a dynamic environment.

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