Job Description

Senior Technical Support Engineer - Server Support

General Information

Req #

WD00055533

Career area:

Services

Country/Region:

Malaysia

State:

Selangor

City:

Petaling Jaya

Date:

Thursday, August 24, 2023

Working time:

Full-time

Additional Locations:

• Malaysia - Selangor - Petaling Jaya

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 $70 billion global Fortune 500 company where we rank #171. We are a leader in providing innovative consumer, commercial and enterprise technologies. Serving customers in more than 160 countries.

At Lenovo, we value Innovation, Entrepreneurship, Team Work & Serving our Customers. If you strongly align yourself with our culture & belief, you are at the right place. Check out what we offer and build a rewarding career with us!

• A multitude of professional and personal development opportunities.
• Competitive remuneration & Benefits
• Access to various trainings
• An international team with a high focus on diversity & inclusion
• Hybrid working environment, one of the most forward-thinking IT companies.
• .... and lots of fun: We like to celebrate our successes!

Description and Requirements

Position Description:

The Lenovo Customer Engagement Center (CEC) Senior Technical Support Engineer is a critical member of the Lenovo ISS - ISG Support Organization. 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. Senior Technical Support Engineers must resolve the most complex customer problems, often collaborating with hardware Level 3 / Product Engineer support teams.

Lenovo ISS - ISG CEC Senior Technical Support Engineers must be experienced remote support agents, having strong technical troubleshooting skills in x86 enterprise server product, networking and Operating Systems. Industry leading certifications, with comprehensive server software problem resolution skills for major OEM server operating system software and hypervisors, as well as sophisticated hardware tuning, configuration, and performance management skills are required. Strong network infrastructure and security skills are also required. Excellent language, customer issue handling, and communications skills are essential to this position. Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role play interviewing and hands-on problem recreation and problem resolution testing.

Key Responsibilities:

• Serve as the primary point of contact for Lenovo server and networking switch, and overall problem resolution, interfacing and collaborating with Level 1 agents, Level 3 and Product engineer.
• Resolve escalation case from Level 1 agents, handle P1 or any hot case directly.
• Resolve complex, collaborative calls working with Level 3 teams and HW development teams, as well as hardware/networking 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 knowledgebase updates, as well as other customer and problem documentation as required.

Position Requirements:

Experience, Language, and Certification requirements:

One to Five years of contact center experience in similar Intel based hardware environments

Prior experience as a Level 2 support engineer

Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between componentry and the data flow

o Networking troubleshooting skills (i.e. switch, Internet protocols)

o Software oriented troubleshooting from the Operating System level

• x86 enterprise server troubleshooting knowledge/skills.

• Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems

• Deep technical expertise in industry standard systems management tools

• Language: English speaking and written skills required

Preferred:

• Microsoft: Certificate relates to Azure, MCSA and MCSE certifications preferred (server operating systems, infrastructure, and cloud)

• Red Hat: RHCSA, RHCE, RHCA preferred (Datacenter, Cloud)

• SUSE: CLA, CLP preferred

• Networking Switch: CCNA, CCNP, CCIE

• VMware: VCP6-DCV, VCIX6-DCV

• Nutanix: NCP NCAP

Additional Locations:

• Malaysia - Selangor - Petaling Jaya

• Malaysia

• Malaysia - Selangor

• Malaysia - Selangor - Petaling Jaya

Lenovo