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Description and Requirements
Position Description:
The Lenovo Customer Engagement Center (CEC) Storage Technical Support Engineer is a critical member of the Lenovo ISS - ISG Support Organization. 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. Storage Technical Support Engineers must resolve the most complex customer problems, often collaborating with hardware Level 3 / Storage Product Engineer support teams.
Lenovo ISS - ISG CEC Storage Technical Support Engineers must be experienced remote support agents, having strong technical troubleshooting skills in networking, storage, and Operating Systems. Industry leading certifications, with comprehensive server software problem resolution skills for major OEM server operating system software and hypervisors, as well as sophisticated hardware tuning, configuration, and performance management skills are required. Strong network infrastructure and security skills are also required. 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.
Key Responsibilities:
- Serve as the primary point of contact for storage and overall problem resolution, interfacing and collaborating with Level 1 agents, Level 3 OEM agents, and Product Storage engineer.
- Resolve escalation comes from Level1 agents, handle P1 or any hot case directly
- Resolve complex, collaborative calls working with Level 3 teams and HW development teams, as well as hardware/storage problem determination and hardware services delivery providers
- Ensure customer incident resolution at industry leading incident closure rates
- Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution
- Accurately diagnose problem severity levels and prioritize call loads appropriately
- Recreate customer issues when needed, using logs, system management tools, and industry standard problem resolution tools and protocols
- Generate accurate, high quality trouble ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required
Position Requirements:
- Three to Five years of contact center experience in similar Intel based hardware environments
- Prior experience as a Level 2 support engineer
- Three years of storage trouble shooting experience on NetApp product, or any other storage vendor products.
- Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between componentry and the data flow
- Networking troubleshooting skills (i.e. switch, Internet protocols)
- Software oriented troubleshooting from the Operating System level
- Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems
- Deep technical expertise in industry standard systems management tools
- Language: English speaking and written skills required
Preferred:
- Storage: NetApp NCSE, NCDA or any other storage certificate strongly preferred
- VMware: Vmware VSAN, VCP6-DCV, VCIX6-DCV preferred
- Microsoft: Certificate relates to Azure, MCSA and MCSE certifications preferred (server operating systems, infrastructure, and cloud)
- Red Hat: RHCSA, RHCE, RHCA preferred (Datacenter, Cloud)
- SUSE: CLA, CLP preferred
- Networking Switch: CCNA, CCNP, CCIE
- Nutanix: NCP NCAP
Additional Locations:
* China - Liaoning - 大连（Dalian）