Position Description: This newly created Level 2 Premier Technical Support Specialist role is primarily a senior technical role and will work within Premier Technical Support team, interacting with the Lenovo Product & Quality teams, Delivery Partners as well as corporate customers to identify fault trends & technical fixes that lead to resolution plans within the client product (notebooks, desktops & tablets) install base. This activity will include, working on escalations from Level 1 support teams as well as specific cases identified by the quality and Resolution Management teams. You will also act as a Technical Mentor to Level 1 Support technicians. You will be reporting to Technical Support Manager based in the UK. Day-To-Day Tasks: • Assists level 1 technicians and customers by diagnosing problems and providing resolutions for technical and service issues • Provide coaching and mentoring to level 1 technicians • Troubleshooting to identify products that are defective. • Advises & educates customers through procedural guideline documentation to ensure a solution to their technical issues. • Recreates, identifies and provides input on recurring, systemic or high complexity customer problems and shares that information with other technical teams when relevant. • Working with the CritSit team to monitor and track issues to ensure accurate resolution • Occasionally distributes pertinent cross-functional technical information to Sales, Resolution Managers, Customer Care & Partners • Effective communications to key stakeholders (internal and external). • Deep Dive appraisals of NPI and service offerings needed • Identify tools and automation opportunities. #### Position Requirements: Key Competencies Needed: • Advanced Knowledge on Windows Operating Systems and MS Products • Proven ability to troubleshoot hardware issues across notebooks, desktops, workstations and IoT devices. • Effective communication skills at all levels - written and verbal • Superior customer service skills • Able to use advanced problem solving skills and methodologies • Proven ability to learn new and complex technology • Able to prioritise in a fast paced, dynamic work environment • Ability to commit and hold to delivery dates, but also work with agility and speed to respond to short-notice requests • Effectively transfer thoughts and expresses ideas verbally in individual or group situations •Business Fluent English Candidate Pre-Requisites: 5+ years of experience in Client Technical Support roles. Experience within IT Services and Working with Field Service Providers About Lenovo Services We think and act differently! Lenovo Services adopted a new way towards a smart transformation to become a solution-based company. Services offer a comprehensive portfolio of services that support the full lifecycle of the Lenovo products. At every stage from planning, deployment, support to asset disposal we offer the expertise and services to more accurately budget for the customer`s IT expenses, deliver better SLA and generate greater end user satisfaction. Shape a new Services culture with us! About Lenovo Lenovo is a $46 billion global Fortune 500 company and leader in providing innovative consumer, commercial and enterprise technology. Our portfolio of high-quality, secure products and services covers PCs, workstations, servers, storage, smart TVs and a family of mobile products like smartphones, tablets and apps. Everyone here at Lenovo is an integral part of the company, working together, across continents, cultures and innovations, all comprised in a friendly, fast-paced, work environment that focuses on one common goal: to be known as the best in what we do. 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.