Technical support engineer
LenovoDalian, CHNUpdate time: September 16,2019
Job Description
#### Position Description:


The Lenovo DCG Services Technical Support Engineer is a critical member of the
Lenovo DCG Services Delivery team. Strong technical skills, complex problem
collaboration skills, as well as outstanding customer support and professional
communications skills are essential to ensuring the best possible customer
experience while resolving a high percentage of customer incidents. Technical
Support Engineers must resolve the most complex customer problems, often
collaborating with OEM software and hardware Level 3 support teams.

DCG Services Technical Support Engineers must be experienced remote support
agents, having strong technical troubleshooting skills in networking, storage,
and Operating Systems. Industry leading certifications, with comprehensive
server software problem resolution skills for major OEM server operating
system software and hypervisors, as well as sophisticated hardware tuning,
configuration, and performance management skills are required. Strong network
infrastructure and security skills are also required. Excellent language,
customer issue handling, and communications skills are essential to this
position. Candidates may undergo a detailed interview process consisting of
technical scenarios, customer skill vetting, as well as role play interviewing
and hands-on problem recreation and problem resolution testing.

Key Responsibilities:
• Serve as the primary point of contact for DCG hardware, software, and
overall problem resolution, interfacing and collaborating with Level 1 agents,
Level 3 OEM agents, and hardware and software development teams.
• Ownership of all software, hypervisor, configuration, infrastructure, and
usability issues • Resolve complex, collaborative calls working with Level 3
teams and HW/SW development teams, as well as hardware problem determination
and hardware services delivery providers • Ensure customer incident resolution
at industry leading incident closure rates • Maintain outstanding customer
satisfaction scores, with the professional communications and soft skills
necessary to defuse difficult customer situations and work to problem
resolution • Accurately diagnose problem severity levels and prioritize call
loads appropriately • Recreate customer issues when needed, using logs, system
management tools, and industry standard problem resolution tools and protocols
• Generate accurate, high quality trouble ticket, incident documentation, and
knowledgebase updates, as well as other customer and problem documentation as
required

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#### Position Requirements:


• One to Five years of contact center experience in similar Intel based
hardware environments • Prior experience as a Level 2 support engineer •
Troubleshooting from a solution level for appropriate data collection (logs)
and isolation: architectural level and interfaces between componentry and the
data flow o Networking troubleshooting skills (i.e. Internet protocols) o
Software oriented troubleshooting from the Operating System level • Storage
troubleshooting knowledge/skills (software defined storage in Azure Stack) •
Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating
systems • Deep technical expertise in industry standard systems management
tools • Language:
Fluent Japanese and / or Korean communication skills English speaking and
written skills required.
Preferred:
• VMware: VCP6-DCV, VCIX6-DCV strongly preferred • Microsoft: MCSA and MCSE
certifications (server operating systems, infrastructure, and cloud) • Red
Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud) • SUSE: CLA, CLP

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