Job Information
Lenovo Technical Support Engineer (Hardware and Software) in Selangor, Malaysia
Technical Support Engineer (Hardware and Software)
General Information
Req #
WD00063068
Career area:
Information Technology
Country/Region:
Malaysia
State:
Selangor
City:
Petaling Jaya
Date:
Tuesday, April 9, 2024
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$62 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.
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/) .
Benefits & Culture
At Lenovo, you are part of a company where all add value and all belong. You team together with trust and respect in support of each other and our global community. Check out what we offer and build a rewarding career with us!
A multitude of professional and personal development opportunities
Access to various trainings
Performance-based rewards
An international team with a high focus on diversity & inclusion
Hybrid working environment, one of the most forward-thinking IT companies.
…and a lot of fun: We like to celebrate our successes!
Description and Requirements
Position Description:
The Lenovo Customer Engagement Center (CEC) is a Premium Technical support team that supports and resolves technical issues related to Hardware & Software.
You will
Monitor the service data and drive the closure of long pending service calls.
Review long pending problem cases and assist service providers to resolve the problem and issues.
Work with customer to understand the issue and provide guidance to customer on problem isolation and service data collection.
Work with different parties to develop action plan and obtain feedback from customer on the progress of the problem resolution.
Conduct problem review meeting with customer and explain the course of action and resolution plan.
Work closely with global APJ, EMEA and US teams to improve follow the sun support model.
Maintains information confidential to ensure continued client confidence.
Meet SLAs like response and resolution times.
Maintaining good client relations
Manage customer expectations on estimated response times for resolution.
Work with Technical Account Managers (TAM) to monitor and track issues to ensure accurate resolution.
Resolve complex, collaborative calls working with Level 3 teams and HW/SW development teams, and hardware & software services delivery providers.
You bring
At least 6-8 years of experience in Server and Data Center Maintenance Services; preferable with field support and machine repair experience
At least 2-3 years’ experience in Account management position.
Excellent verbal and written communication skills– English language 4. Capable of multi-tasking
Strong analytical and problem-solving skills.
Technical knowledge on Wintel platform is preferred.
Hands on experience with VMware, Storage ,Linux and Windows servers environments
Accurately diagnose problem and arranged hardware replacement to customer servers, storages and network issues
Additional certification in Nutanix, VMware, NETApp, Networking, Virtualization will be added advantage.
Additional Locations :
Malaysia - Selangor - Petaling Jaya
Malaysia
Malaysia - Selangor
Malaysia - Selangor - Petaling Jaya