Northamerica IT Staff Technical Support Engineer
hace 2 semanas
General Information:
- Req #
- WD Career area:
Services
- Country/Region:
- Argentina
- State:
- Capital Federal
- City:
- CABA
- Date:
Tuesday, May 2, 2023
- Working time:
- Fulltime
Additional Locations:
Argentina
- Capital Federal
- CABA
Why Work at Lenovo:
Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.
We're not just a US$70 billion revenue Fortune Global 500 company, we're one of Fortune's Most Admired. We're transforming the world through intelligent transformation, offering the world's most complete portfolio of smart devices, infrastructure, and solutions.
With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.
The one thing that's missing? Wellyou...Description and Requirements:
Key Responsibilities:
- Serve as the primary point of contact for ISG hardware, software, and overall problem resolution.
- Endtoend case management.
- Engineer will provide live call center technical support using multiple systems, including phone, chat and eTicketing.
- Engineer will 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
- 2+ years of direct contact center experience in similar Intel and AMD based hardware environments
- Prior experience as a Level 12 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
Additional / Preferred Skills:
English advanced mandatory: 100% bilingual
- 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: VCP6-DCV, VCIX6-DCV strongly preferred
- Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud)
- 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.
Additional Locations:
Argentina
- Capital Federal
- CABA
- Argentina
Argentina
- Capital Federal
Argentina
- Capital Federal
- CABA
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