GENERAL INFORMATION

Req #
WD00076809
Career area:
Engineering
Country/Region:
Mexico
State:
Distrito Federal
City:
Mexico D.F.
Date:
Friday, January 10, 2025
Working time:
Full-time

Additional Locations:

• Mexico - Distrito Federal - Mexico D.F.

POSITION DESCRIPTION

At Lenovo, we are focused on a bold vision to deliver smarter technology for all, we are developing world changing technologies that create a more inclusive, trustworthy, and sustainable digital society. By designing, engineering, and building the world’s most complete portfolio of smart devices and infrastructure, we are also leading an Intelligent Transformation - to create better experiences and opportunities for millions of customers around the world. Join us in defining our world of tomorrow and creating smarter technology for all!
We’re looking for a Services Support Engineer within the Solution and Services Group (SSG) at Lenovo. The Ideal candidate will have 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.
You’ll be part of an extremely versatile team of Technical Support Engineers and Leads whom help drive excellence service to our clients and customers. In this role you will be providing live call center technical support using multiple systems, including phone, chat and eTicketing. You will apply your knowledge of hardware and software technology to accurately diagnose problem severity levels and prioritize call loads appropriately. Shift assignment plus weekend and holiday coverage may be required.

EDUCATION

• BA/BS degree in a related engineering field or equivalent practical experience.

EXPERIENCE

• 2+ years of experience troubleshooting datacenter hardware, including data collection (logs), developing action plans, and managing cases with end-to-end ownership.
• 2+ years of experience as a Level 1 contact center agent, demonstrating proven expertise in strategic thinking and a strong focus on customer satisfaction.
• 1+ years of hands-on experience in network troubleshooting.
• Exceptional communication and problem-solving skills, with the ability to handle complex situations while maintaining customer confidence.

TECHNICAL SKILLS

• In-depth knowledge of hardware components and processes for identifying and resolving hardware failures.
• Proficiency in virtualization technologies (e.g., Nutanix, VMware, OpenShift) and server operating systems, including Microsoft, Red Hat, and SUSE.
• Familiarity with ITIL frameworks or similar industry-standard methodologies for IT service management.

LANGUAGE SKILLS

• Intermediate proficiency in English, both spoken and written, with the ability to communicate technical concepts clearly and effectively.

PREFERRED QUALIFICATIONS (WILL BE A PLUS)

• Certifications:
• Microsoft/Linux (server operating systems, infrastructure, and cloud).
• Nutanix: NCA, NCP-MCI, NCM-MCI.
• VMware: VCP, vSAN, VCP.
• NetApp: NCDA, NCIE.
• Experience with:
• Storage administration and troubleshooting.
• Hyperconverged technologies such as Nutanix, Azure, and vSAN.
• Containers: Rancher, Kubernetes, Docker, Tanzu.
• Languages
• Intermediate Portuguese proficiency (spoken and written).
• Intermediate Spanish proficiency (spoken and written).
• Ticketing tool
• Microsoft Dynamics 365 CRM tool experience

Additional Locations:

• Mexico - Distrito Federal - Mexico D.F.
• Mexico
• Brazil - Distrito Federal
• Mexico - Distrito Federal - Mexico D.F.

• Handle incoming customer cases within service SLA agreements, ensuring prompt first contact. Collect all necessary information to address the issue effectively and document the ticket comprehensively.
• Take ownership of common cases, such as hardware or software issues, respond to information and documentation requests, and escalate complex cases to higher support levels (internal Teams and external Vendors).
• Maintain exceptional customer satisfaction scores by demonstrating professional communication and utilizing soft skills to manage and resolve difficult customer situations.
• Create accurate, high-quality trouble tickets, incident documentation, and knowledge base updates, while adhering to company standards.
• Analyze and interpret system logs to identify known issues and develop actionable plans to communicate to customers. Utilize system management tools and industry-standard problem resolution tools and protocols.
• Achieve and maintain industry-leading incident resolution and closure rates.