#### Position Description:


The role of EMEA Level 2 Technical Support Engineer is part of EMEA Customer
Experience team, a post Sales Support unit within EMEA Services organization.
The organization provides post sales support to Lenovo customers, business
partners and service partners in managing customer complaints, technical
escalations and critical situations as part of overall Warranty Service
provision for Lenovo EMEA customers.

The L2 technical support role is responsible for managing, tracking, and
resolving customer complex software and hardware related technical issues. The
role requires resolving these issues directly or with Product Engineering
team’s engagement.
The successful candidate will have extensive technical skills as well as the
ability to effectively troubleshoot and solve customer issues and explain
complex technical information to a non-technical audience. Candidates must
have the ability to establish and maintain effective communication and
relationships with Level One teams (e.g. Call Centers, Depots, Social Media),
Product Engineering and Lenovo Sales community, including sales executives and
teams in other countries.


Roles & Responsibilities

\- Provide advanced (Level 2) Technical support for Lenovo customers.
\- Work directly with appropriate Lenovo/Vendor teams and Customers to
identify and replicate technical issues.
\- Provide technical Subject Matter Expert consultation to Lenovo customers as
well as to Lenovo Services community.
\- Ensure professional and timely communication with Lenovo customers to
secure their issue is being understood, worked out and fixed.
\- Drive Customer Satisfaction to ensure Lenovo customers continue to perceive
Lenovo as a prime supplier of Technical solutions and therefore continue to
purchase Lenovo products.
\- Leverage the wider Lenovo technical community and resources to ensure that
all efforts are made to deliver fix solutions that are workable and
sustainable.
\- Actively cooperate with eSupport teams and Social Media on early
identification of issue
\- Run initiative to establish and maintain support channel for technical
issues raised via Social Media and eSupport with proactive approach

#### Position Requirements:


Skill requirements & experience

\- 3+ years of experience at technical support function with in-depth
knowledge of PC hardware and peripherals
\- Experience with consumer PC models and tablets
\- Solid knowledge about networking technologies both wired and wireless.
Certification would be an advantage.
\- Experience with online support and Social Media is a particular advantage
\- Software problem determination skills.
\- Experience with Lenovo software tools, PC tablet, Linux, Android OS, HW and
SW testing experience is an advantage
\- Project Management skills is an advantage

\- Fluent English required, other languages are an advantage

\- Logical and methodical approach in addressing issues.
\- Strong customer facing skills both by phone, e-mail and face to face
\- Hard worker, passionate about technical topics, goal oriented
\- Good organizational and planning skills
\- Ability to work to deadlines

Base gross monthly salary from  minimum 1500 EUR and above, depending on
experience + variable part

We are an Equal Opportunity Employer and do not discriminate against any
employee or applicant for employment because of race, color, sex, age,
religion, sexual orientation, gender identity, status as a veteran, and basis
of disability or any federal, state, or local protected class.