ISG Technical Support Engineer With Italian, Spanish Or French

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

English - Upper intermediate (B2) or Italian - Advanced (C1) or French - Advanced (C1) or Spanish - Advanced (C1)

Description And Requirements

You Key Responsibilities:

Strong teamwork and global collaboration
Primary point of contact for ISG hardware, software, and overall problem resolution.
End-to-end case management.
Provide live call center technical support using multiple systems, including phone, chat and eTicketing.
Interface and collaborate with peer Geo Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
Ownership of all software, hypervisor, configuration, infrastructure, and usability issues
Resolve complex, collaborative calls working with Level 3 teams and Hardware/Software development teams, as well as hardware 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 knowledge base updates, as well as other customer and problem documentation as required

Requirements:

3+ years of direct contact center experience in similar Intel and AMD based hardware environments
Prior experience as a Level 2 contact center agent
Experience troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between component and the data flow
Shift assignment plus weekend and holiday coverage may be required
Fluent English and Italian, Spanish or French - verbal and written

Additional / Preferred Skills:

Network troubleshooting experience
Technical knowledge of VMware, Microsoft, Red Hat and SUSE operating systems
Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud)
VMware: VCP-DCV, VCIX-DCV strongly preferred
Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud, High Availability)
SUSE: SCA, SCE, CLP, Rancher
Nutanix: NCA, NCP-MCI, NCM-MCI,
NetApp: NCDA, NCIE
Containers: Rancher, Kubernetes, Docker, Tanzu
Hyperconverged Technologies: Nutanix, Azure, VSAN, etc.

Organization:
Reporting to EMEA ISG Manager

We are looking forward to discussing this position with you soon!

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.