#### Position Description:


This role is primarily a technical role within the newly created Premium
Technical Support team based in Taiwan. In this role you be delivering best in
class support to Lenovo’s premium customers. Over email and phone you will be
accurately diagnosing reported problems within the client product portfolio
(notebooks, desktops & tablets), dispatching parts and or an engineer to site
as needed. This activity will also include, working on customer escalations
with support from a Level 2 Engineer and Technical Account Manager as needed.
Travel may be required to customer sites in the event of a critical situation
to expedite resolution. In this role you will receive continuous technical
development and training as part of an expanding team.

#### Position Requirements:


Day-To-Day Tasks:
• Assists customers and field engineers by diagnosing problems and providing
resolutions for technical or service related issues
• Troubleshooting to identify hardware or software products that are
defective.
• Advanced troubleshooting in compatible, reliable, performance related
issues.
• Failures replication, troubleshooting, testing and analysis.
• Working technical escalation with Level 2, quality and product teams for
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.
• Working with the TAM Team monitors and tracks issues to ensure accurate
resolution.
• Monitors own ‘open case’ workload and drives to closure.

Key Competencies Needed:
• Working Knowledge on Windows Operating Systems and MS Products
• Proven ability to troubleshoot Client solutions
• Strong verbal and written communications skills with both customers and
internal team.
• Superior customer service skills
• Proven ability to learn new and complex technology
• Able to priorities in a fast paced, dynamic work environment
• Able to problem solve and think laterally
• Able to travel regularly to meet and connect with customers.

Critical Skills
Level of Skill 1-5, (5) being the highest
• Technical Knowledge on Client (Desktop, Notebook & Tablets) – 5
• Structured Troubleshooting Techniques - 5
• Good ability to communicate ideas, sound knowledge of MS Products – 4
• Strong Services Industry and ‘ITIL’ acumen - 3
• Strong relationship skills and executive-level presence - 4

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.