Position Description: This is a technical role within the Lenovo’s Premier Technical Support team based in Basingstoke, United Kingdom. In this role you will be delivering best in class support to Lenovo’s Premier Support customers. Over phone and email, you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops & tablets) maintaining high first time fix rates and dispatching parts engineers to site as needed to perform repairs. Supported by a team of Technical Account Managers you will oversee cases end-to-end with exceptional case management, follow-up, and customer communication. In this role, you will be based in our Basingstoke office with our Premier Technical Support team and directly reporting to Technical Support Manager. Day-To-Day Tasks: • Assists customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation • Identifies the cause of hardware / software faults and provide a solution • Maintain exceptional case notes and follow set out processes • Resolve over phone or email or onsite via parts and engineer dispatch • Working with Technical Account Management team to monitor and tracks issues to ensure speedy resolution. • Advises & educates customers through combination of experience & guideline documentation to ensure a solution to their technical issues. • Provides input on recurring customer problems and shares that information with other technical team members when relevant. • Monitors own ‘open case’ workload and drives to closure. #### Position Requirements: Desirable Qualities/ Nice-to-have: • Experience within IT Services and Working with Field Service Providers • Knowledge on Windows Operating Systems and MS Products • Proven ability to troubleshoot both hardware and software across client products (notebooks, desktops, tablets) • A positive can-do attitude with exceptional time management skills, adjusting workloads to rapidly changing priorities • Pro-active attitude and willingness to learn • Effective communication skills able to demonstrate active listening at all levels - written and verbal • Ability to multitask, prioritise own workloads and keep within set out SLA’s Want to hear more on Premier Support? Have a look at what our teams says on Premier Support: https://bit.ly/312wSPq What Lenovo can offer You: • An open and stimulating environment within one of the most forward-thinking IT companies • Opportunities for career development & growth • Access to trainings for personal development • An international team with a high focus on Gender Diversity • Attractive compensation package and Performance based rewards About Lenovo Premier Support Services Lenovo first class Premier Support provides direct access to skilled and experienced Lenovo technicians offering comprehensive hardware and software support. Our expert troubleshooters have the advanced technical know-how and systems knowledge to quickly provide solutions and advice that will keep your hardware and software operating at optimal efficiency. 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. Lenovo is 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. 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.