#### Position Description:


The Services Escalation Team Engineer role is responsible for managing,
tracking, and resolving customer’s software and hardware related technical
issues. The role requires resolving these issues directly or with Help of
Level 2 / Respective team’s engagement.

Roles & Responsibilities

\- Provide initial Remote or Local (Level 1.5) Technical Hardware & Software
support for Lenovo customers.
\- Responding to Customer queries/ Technical Escalations, providing timely
resolutions
\- Consistently interacting with customer and supervisors to have the issue
solved
\- Performing problem management and end-to-end Troubleshooting, problem
ownership, Identify and escalate issues requiring Urgent Attention.
\- Work directly with Account 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.

#### Position Requirements:


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. Services Escalation
Team Engineer must have the ability to establish and maintain effective
communication and relationships with Level One teams (e.g. Call Centers),
Critsit /Level 2 Technical Engineering and Lenovo Sales community, including
sales executives and teams in other countries.

\- 3+ years of experience at technical support function with in-depth
knowledge of PC hardware and peripherals
\- Microsoft Operating system experience depth knowledge (Troubleshooting,
BIOS functions, SCCM,). Certification would be an advantage.
\- Solid knowledge about networking technologies both wired and wireless.
Certification would be an advantage.
\- Logical and methodical approach in addressing issues.
\- Software problem determination skills.
\- Experience with Lenovo TVT tools, PC tablet, Android OS, HW and SW testing
experience is an advantage
\- Project Management skills is an advantage
\- Fluent English required, other languages is an advantage

\- Problem solver orientation
\- Strong customer facing skills both by phone and face to face
\- Hard worker, passionate about technical topics, goal oriented
\- Good organizational and planning skills
\- Able to be self-motivated and 100% work self sufficient
\- Ability to work to deadlines

Base gross monthly salary from minimum 1700 EUR and above, depending on
experience + variable part 12% of your annual earnings

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.