Position Description: Lenovo is a US $50 billion global Fortune 500 company and we rank #212, and a leader in providing innovative consumer, commercial and enterprise technologies. Globally, our product lines include a full range of commercial and consumer PCs, servers and workstations, and a family of mobile internet devices including tablets and smart phones.  We design and build our products to bring progress to the world.  Serving customers in more than 160 countries, we take our inspiration from the drive and imagination of the people who make things happen; our technology helps those who do, do better. At Lenovo we employ more than 60,000 people worldwide and our people share a common aspiration to be the very best. Whether serving our customers, working as a team or contributing to the community, we are working to build a unique company.  A company that delivers unparalleled products created and supported by people with a wealth of different cultures and experiences. Our strength lies in this diversity. We are dedicated to fostering an environment that encourages entrepreneurism and ownership. A workplace where people's talents can be challenged and their efforts recognized and rewarded.  We employ fantastic people…come join the fun! This is a technical role within Lenovo’s rapidly growing Premier Support team based in Chatswood, Sydney. As the first country worldwide to launch Premier Support our top performing team is considered a flagship and a role model for other Premier Support teams globally. As a member of this team you will leverage your proven technical expertise and skills to deliver best-in-class support to Lenovo’s Premier Support customers throughout Australia and New Zealand. Supported by a team of Technical Account Managers and L2/L3 engineers you will quickly and accurately diagnose and resolve hardware or software faults across Lenovo’s commercial THINK product range including Desktops, Laptops and Tablets. Over phone and email you will employ logical, methodical and efficient troubleshooting and isolation techniques to identify faults and dispatch engineers to site with the necessary parts and instructions to ensure a first- time fix. You will oversee every case from start to finish demonstrating exceptional case management, follow-up and communications to ensure the highest levels of customer satisfaction. As a member of a rapidly expanding team you will be well positioned for personal and professional growth with a variety of secondary and tertiary roles such as L2 / L3 Senior Engineer, Technical Account Manager, Technical Support Manager, Field Service Engineer and more becoming available as we continue to grow. #### Position Requirements: Day to day Tasks: • Assist customers and field engineers in diagnosing faults remotely by employing effective troubleshooting and isolation methodologies • Identify the cause of hardware / software faults and provide a solution • Resolve issues via phone, email or onsite repair as appropriate • Employ exceptional E2E case management and work with Technical Account Managers to monitor and track issues through to resolution • Keep customers updated at every step from start to finish • Manage personal workload, adhere to and meet multiple KPI’s • Complete ongoing technical training and compliance Key Competencies: • Working knowledge of Windows OS and MS Products • Experience diagnosing a broad range of hardware/software faults • Experience supporting Desktops, Laptops and Tablets • High attention to detail and exceptional quality control • Able to problem solve and think laterally • Effective verbal/written communications and customer skills • Exceptional E2E case ownership and ability to develop solid action plans • Proven ability to learn and support new and complex technologies • Ability to prioritize in a fast paced, dynamic work environment 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.