Job Information
Lenovo EMEA ISG Premier Support Engineer with French Language in Sofia-Grad, Bulgaria
EMEA ISG Premier Support Engineer with French Language
General Information
Req #
WD00074771
Career area:
Services
Country/Region:
United Kingdom
State:
Renfrewshire
City:
Renfrew
Date:
Friday, November 15, 2024
Working time:
Full-time
Additional Locations :
Bulgaria - Sofia-Grad - Sofia
United Kingdom - Renfrewshire - Renfrew
Slovakia - Bratislavský kraj - Bratislava
Why Work at Lenovo
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
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).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via ourStoryHub (https://news.lenovo.com/) .
Description and Requirements
Lenovo is seeking an EMEA Premier Support Engineer to join our Infrastructure Solutions Group (ISG).
Your Key Responsibilities will be:
Strong teamwork and global collaboration
Serve as the 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 French - written and verbal
Additional languages desirable - written and verbal
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
Containers: Rancher, Kubernetes, Docker, Tanzu
Hyperconverged Technologies: Nutanix, Azure, VSAN, etc.
What We Will Offer:
An open and stimulating environment within one of the most forward-thinking IT companies.
Flat structures and fast decision-making processes.
A modern and flexible way of working to combine personal and professional life, working from home.
An international team with a high focus on Gender Diversity.
Attractive compensation package.
We are looking forward to discussing this position with you soon!
Applicable for Slovakia only: Base gross monthly salary starts from 1.800 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 variable part (a bonus) in value of 12% of your annual earnings.
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 - Sofia-Grad - Sofia
United Kingdom - Renfrewshire - Renfrew
Slovakia - Bratislavský kraj - Bratislava
Bulgaria, * Slovakia, * United Kingdom
Bulgaria - Sofia-Grad , * Slovakia - Bratislavský kraj , * United Kingdom - Renfrewshire
Bulgaria - Sofia-Grad - Sofia , * United Kingdom - Renfrewshire - Renfrew , * Slovakia - Bratislavský kraj - Bratislava