Malaysia Job Openings

Lenovo

ISG CEC Technical Support Engineer (Hardware and Software) - KL Site

Kuala Lumpur

FULL TIME

September 12, 2024

General Information

Req #

WD00070691

Career area:

Information Technology

Country/Region:

Malaysia

State:

Wilayah Persekutuan Kuala Lumpur

City:

Kuala Lumpur

Date:

Thursday, September 12, 2024

Working time:

Full-time

Additional Locations:

Malaysia

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our Story Hub.

Description and Requirements

Position Description:
The Lenovo ISS - ISG Customer Engagement Center (CEC) Technical Support Engineer is a critical member of the Lenovo ISS - ISG Support Organization. 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 hardware Level 3 / Product Engineer support teams.

Lenovo ISS - ISG CEC 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 hardware, Operating System, Lenovo x Clarity Controller Utilities 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

Position Requirements:

Experience, Language, and Certification 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. switch, Internet protocols)
o Software oriented troubleshooting from the Operating System level

Storage troubleshooting knowledge/skills (software defined storage in Azure Stack, Net App)
Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems
Deep technical expertise in industry standard systems management tools
Language: English speaking and written skills required

Preferred:

Storage: Net App NCSE, NCDA or any other storage certificate strongly preferred

Microsoft: Certificate relates to Azure, MCSA and MCSE certifications preferred (server operating systems, infrastructure, and cloud)
Red Hat: RHCSA, RHCE, RHCA preferred (Datacenter, Cloud)
SUSE: CLA, CLP preferred
Networking Switch: CCNA, CCNP, CCIE
VMware: VCP7-DCV
Nutanix: NCP NCAP

Additional Locations:

Malaysia

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