Level 1.5 Technical Support Engineer

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

English - Advanced (C1)

The role of EMEA Level 1.5 Technical Support Engineer is part of EMEA Technical Services 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.

You will be responsible for managing, tracking, and resolving complex software and hardware related technical issues of the authorized warranty service provider. The role requires resolving these issues directly or with Level 2.5 technical support team’s engagement.
You are our ideal candidate if you 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. You must have the ability to establish and maintain effective communication and relationships with Lenovo Warranty Service Providers (e.g. ASP’s ), Product Engineering and Lenovo Sales community, including sales executives and teams in other countries.

Responsibilities
Provide (Level 1.5) Technical support for Lenovo authorized warranty service providers
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

Position Requirements:
3+ years of experience in a 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 would be an advantage
Enterprise level Server / domain experience
Solid knowledge of wired and wireless networking technologies (certification a plus)
Logical and methodical approach to problem solving
Experience with Lenovo Vantage tools, PC tablet, Linux, Android OS, Server support, HW and SW testing experience and Project Management skills are an advantage
Strong customer facing skills (phone and face to face)
Business fluent English, other languages are an advantage
Self-motivated, goal-oriented approach, passionate about technical topics with good organizational and planning skills
Ability to work independently and meet deadlines


Base gross monthly salary starts from 1.850 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also a variable part (a bonus) in value of 12% of your annual earnings.

What we offer:

Healthcare and well-being
Healthcare in private medical center, fully paid sick leave, paid bonus sick days, fitness programs & sports packages, health days on site, discounts to gyms, yoga on site, extra contribution to meal card

Work - life balance
Extra vacation days, flexible working hours, service awards, home office, work & life coaching on site, massages on site, contribution to wedding and childbirth

Development
Soft skills and hard skills trainings, special development programs for both individual contributors and potential team leaders / people managers, language courses on site, internal rotation program, financial contribution to external language courses

Bonus system
Motivating performance bonus system, financial bonus for referring a friend, notebook for personal use, company mobile based on seniority level

Community life (CSR)
Volunteering & charity events, diversity and LGBT events, initiatives for seniors, children, people with disabilities, animals, “women in leadership”


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.

Lenovo is a company in a constant state of creation. Here, you'll architect your own career, pioneer new ideas and master new skills.

Lenovo Slovakia employs more than 25 nationalities and is the biggest shared service center in Lenovo Group.

Our people share a common aspiration to be the very best. Whether serving our customers, working together as a team or contributing to the community, we are working to build unique company.