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Advisory Technical Support Engineer

Lenovo (Slovakia) s.r.o.

Information about the position

  • Place of work: Landererova 12, Bratislava
  • Basic wage component (gross) and other rewards: 2 100 EUR/monthBase gross monthly salary from minimum 2100 EUR and above, depending on experience + variable part 12% of your annual earnings
  • Contract type: full-time

Job description, responsibilities and duties

The role of Advisory Technical Support Engineer is part of EMEA Customer Experience team, a post sales Support unit within EMEA Services organization. The organization provides post sales 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 Advisory Technical Support role is responsible for managing, tracking, and resolving customer complex software and hardware related technical issues. The role requires resolving these issues directly or with Product Engineering team’s engagement.


Your responsibilities will include:

- Provide advanced (Level 2) Technical support for Lenovo customers.
- 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.
-Make sure that all processes are in place and required HW is available at L2 stock, such that Level 2 is able to support our products at release date.
- Ensure proper control and reporting over L2 HW budget spent
- Ensure proper L2 Lab asset management and storage of all L2 equipment
- Perform annual inventory check as required by internal processes and corporate requirements - Ensure internal servers (E.g. SCCM) are fully available and ready to support

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Upper intermediate (B2)

Number of years of experience

0

Personality requirements and skills

The successful candidate will have extensive 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 Level One teams (e.g. Call Centers), Product Engineering and Lenovo Sales community, including sales executives and teams in other countries.

- 5+ years of experience at technical support function with in-depth knowledge of PC hardware and peripherals
- Degree in computing subject or in electronic engineering
- Microsoft Operating system mass deployment methodology experience ( SCCM, MDT, IUB, Altiris ). Certification would be an advantage.
- Enterprise level Server / domain experience
- Experienced in HW/SW problem determination
- Server management/ deployment skills
- Solid knowledge about networking technologies both wired and wireless. Certification would be an advantage.
- Logical and methodical approach in addressing issues.
- Software problem determination skills.
- Experience with Lenovo TVT 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
- Ability to work to deadlines

Advertiser

Brief description of the company

Lenovo is an innovative, international technology company formed as a result of the acquisition by the Lenovo Group of the IBM Personal Computing Division.

As a global leader in the PC market, we develop, manufacture and market cutting-edge, reliable, high-quality PC products and value-added professional services that provide customers around the world with smarter ways to be productive and competitive.

We base our success on our customers achieving their goals: productivity in business and enhancement of personal life.

Number of employees

500-999 employees

Company address

Lenovo s.r.o.
Landererova 12, Lenovo Slovakia, Lenovo Slovakia, Lenovo Slovakia
81109 Bratislava
http://www.lenovo.sk