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Description and Requirements
This is a technical role within the Lenovo's Premier Technical Support team based in Bucharest, Romania. In this role you will be delivering best in class support to Lenovo's Premier Support customers in Italy. Over phone and email you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops, tablets, monitors, smart devices) maintaining high first time fix rates and dispatching parts to on site engineers as needed to perform repairs. Supported by a team of Technical Account Managers you will oversee cases end-to-end with exceptional case management, follow-up and customer communication.
This role reports to the Technical Support Manager for Premier Support.
Responsibilities:
- Assist customers and field engineers by diagnosing problems remotely through effective troubleshooting.
- Identify the cause of hardware / software faults and provide a solution.
- Resolve issue over phone / email or onsite via parts and engineer dispatch.
- Work with Technical Account Management team to monitor and track issues to ensure speedy resolution.
- Advise & educate customers through combination of experience & guideline documentation to ensure a solution to their technical issues.
- Provide input on recurring customer problems and share that information with other technical team members when relevant.
- Monitor own workload and drive to closure.
Requirements:
- Knowledge on Windows Operating Systems and MS Products
- Ability to prioritize and manage daily workload effectively
- Effective communication skills at all levels - written and verbal
- Ability to see multiple perspectives
- Pro-active attitude and willingness to learn
- Business fluent Italian, English. Other language skill is a plus
Desirable Qualities/ Nice-to-have:
- Experience within IT Services and Working with Field Service Providers
- Proven ability to troubleshoot both hardware and software across client products (notebooks, desktops, tablets, monitors, smart devices)
What Lenovo can offer you:
- Opportunities for career development & growth
- Opportunity to have impact and bring own added value
- Access to various trainings
- Performance based rewards
- Hybrid office model
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:
* Romania