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• Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 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 , and read about the latest news via our

We are seeking a skilled and customer-focused Premier Support Engineer fluent in English and or French to join our Infrastructure Solutions Group (ISG). In this role, you will be the point of contact for hardware and software support, ensuring high-quality resolution of technical issues and maintaining exceptional customer satisfaction.. This role reports to the Technical Support Manager for Premier Support

Your Key Responsibilities will be:

• 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 - written and verbal
• Must have French or German proficiency to C1/C2 levels - written and verbal
• 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 Lenovo can offer You:

• A multitude of professional and personal opportunities
• Charity, volunteering and other fun activates and clubs to join
• An international organization with a high focus on all types of Diversity in the team
• 3 sick days per year
• Additional vacation days
• 100% sick leave compensation up to 2 months per year
• A broad selection of soft / hard skills trainings and individual mentoring
• Employer contribution to the Third Pillar Pension System
• Life & life events insurance, fully covered by company
• Base gross monthly salary starts from 2.400 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
• About Lenovo Premier Support Services, Lenovo first class Premier Support provides direct access to skilled and experienced Lenovo technicians offering comprehensive hardware and software support. Our expert troubleshooters have the advanced technical know-how and systems knowledge to quickly provide solutions and advice that will keep your hardware and software operating at optimal efficiency.,
• 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

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