L2 EMEA ISG Premier Support Engineer with Italian
Lenovo (Schweiz) GmbH
Veröffentlicht:
15 Oktober 2024Pensum:
100%Vertrag:
Festanstellung- Arbeitsort:Premier
Why Work at Lenovo
Description and Requirements
Lenovo is seeking an EMEA Premier Support Engineer with Italian to join our Infrastructure Solutions Group (ISG).
Your Key Responsibilities will be:
- Strong teamwork and global collaboration
- 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
- Fluent in Italian - written and verbal
Additional / Preferred Skills:
- 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 We Will Offer:
- An open and stimulating environment within one of the most forward-thinking IT companies.
- Flat structures and fast decision-making processes.
- A modern and flexible way of working to combine personal and professional life, working from home.
- An international team with a high focus on Gender Diversity.
- Attractive compensation package.
We are looking forward to discussing this position with you soon!