Why Work at Lenovo
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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).
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Description and Requirements
The Infrastructure Solutions Group (ISG) Technical Support Engineer is a critical member of the Lenovo ISG Services Delivery team. Strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents. Contact Center Engineers must resolve the most complex customer problems, often collaborating with Microsoft's software Level 3 support teams.
ISG Premier Technical Support Engineer must be experienced remote support agents within a direct contact center environment. Engineer must have a technical background in MS Azure and Azure Cloud products.
We're looking for a professional who is well-rounded and customer-focused, with a love for solving problems. As a Cloud Services Technical Support Engineer, you will be a part of an award-winning support team that provides Azure customers the highest level of support while working on an industry-leading product.
Excellent language, customer issue handling, and communications skills are essential to this position. Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role play interviewing and hands-on problem recreation and problem resolution testing.
Job Functions
- Research, troubleshoot and resolve technical issues involving Azure Stack HCI, Azure Kubernetes Service, Microsoft Windows Server, and other Azure products.
- Document all technical inquiries and develop content for knowledge base.
- Support key internal initiatives involving pre-release testing, validation and documentation.
- Provide highly technical end-user support to clients via telephone, chat and ticketing system.
- Collaborate in a fast-paced environment with multiple teams (software development, quality assurance, product management, etc.).
Key Responsibilities:
Serve as the primary point of contact for ISG's Microsoft Premier Support for software, and overall problem resolution responsible for end-to-end case management. Agent is logged into telephony system and performs direct contact center role via phone, eTicketing, & chat. Agent will interface and collaborating with peer Geo Level 1/2 agents, Level 3 Microsoft OEM Software agents.
- Provide L1/L2 support for Azure HCI-related issues via phone, email, and chat.
- Diagnose and resolve technical issues related to Hyper-V, Storage Spaces Direct (S2D), and Azure integration.
- Assist clients with troubleshooting Hyper-V and virtual machines (VMs) within their Azure HCI infrastructure.
- Maintain accurate records of support requests, resolutions, and client interactions.
- Work closely with senior engineers and other support teams to escalate and resolve complex issues.
- Ensure a high level of customer satisfaction by providing timely and effective support.
Required Skills:
- Understanding of cloud computing principles and models (IaaS, PaaS, SaaS), and cloud deployment models (public, private, hybrid), familiarity with Hyper-V and virtual machine management, troubleshooting skills for common Azure issues
- Basic knowledge of Storage Spaces Direct (S2D).
- Understanding of Azure integration and management tools such as Azure Portal and Windows Admin Center, Azure Active Directory for identity and access management
- Basic skills in using Azure CLI and PowerShell for automation and management tasks, basic understanding of Kubernetes and container orchestration is a plus.
- Knowledge of key Azure services such as Azure Virtual Machines, Azure Storage, and Azure Networking, proficiency in using the Azure Portal for managing resources.
- Understanding of virtual networks, subnets, and network security groups.
- Basic knowledge of Azure security features and best practices, familiarity with Azure Monitor and Azure Advisor for monitoring and optimizing resources.
- High customer concentration, good communication soft skills.
- Business Fluent English
Preferred Skills:
At least 1-3 year of experience in technical support in below Windows-based products.
- Azure Arc, ARM and Azure Resource Bridge in combination on all platforms
- Ability to identify a non-certified solutions vs a certified solution by using relevant documentation like Microsoft Hardware catalog, Azure Stack HCI catalog etc.
- MS Windows Server Software, Microsoft Azure Stack HCI Software, Microsoft Azure Stack Hub Software, Microsoft Azure Kubernetes Services
1-3 years of experience in at least one major virtualization platform such as Hyper-V, VMWare, KVM, AHV, XenServer, etc. Any certificate in these technologies would be a plus.
- Knowledge of snapshotting, replication, High Availability and Disaster Recovery concepts are crucial
- Knowledge or experience of public cloud platforms such as AWS or Azure is also great!
2-5 years of experience in Technical Support and Ticketing Software Skills
- We are the stakeholders for interpreting customer issues, translating them into actionable items, and providing start-to-finish communications across teams.
- You should be familiar with ticketing platforms like Jira, Dynamic365, Salesforce, etc.
Qualifications & Certifications:
- Microsoft Certified: Azure Fundamentals or other relevant certifications, Microsoft Certified: Azure Administrator Associate
- Experience: Any deployment projects involving cloud infrastructure, virtualization, or Kubernetes
What Lenovo can offer you:
• Opportunities for career development & growth
• Access to various training
• Performance-based rewards
• Flexible working environment (combination of working from home/office)
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:
* Bulgaria