Premier Technical Support Engineer

2 months ago

Eastern Ontario, Canada Lenovo Full time
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.

Description and Requirements

The Infrastructure Solutions Group (ISG) Technical Support Engineer is a critical member of the Lenovo ISG 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. Contact Center Engineers must resolve the most complex customer problems, often collaborating with Microsoft’s software Level 3 support teams.

ISG Premier Technical Support Engineer must be experienced remote support agents within a direct contact center environment. Engineer must have a technical background in MS Azure and Azure Cloud products.

We’re looking for a professional who is well-rounded and customer-focused, with a love for solving problems. As a Cloud Services Technical Support Engineer, you will be a part of an award-winning support team that provides Azure customers the highest level of support while working on an industry-leading product.

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.

Job Functions
  • Research, troubleshoot and resolve technical issues involving Azure Stack HCI, Azure Kubernetes Service, Microsoft Windows Server, and other Azure products.
  • Document all technical inquiries and develop content for knowledge base.
  • Support key internal initiatives involving pre-release testing, validation and documentation.
  • Provide highly technical end-user support to clients via telephone, chat and ticketing system.
  • Collaborate in a fast-paced environment with multiple teams (software development, quality assurance, product management, etc.).
Key Responsibilities:
  • Serve as the primary point of contact for ISG’s Microsoft Premier Support for software, and overall problem resolution responsible for end-to-end case management.
  • Provide L1/L2 support for Azure HCI-related issues via phone, email, and chat.
  • Diagnose and resolve technical issues related to Hyper-V, Storage Spaces Direct (S2D), and Azure integration.
  • Assist clients with troubleshooting Hyper-V and virtual machines (VMs) within their Azure HCI infrastructure.
  • Maintain accurate records of support requests, resolutions, and client interactions.
  • Work closely with senior engineers and other support teams to escalate and resolve complex issues.
  • Ensure a high level of customer satisfaction by providing timely and effective support.
Required Skills:
  • Understanding of cloud computing principles and models (IaaS, PaaS, SaaS), and cloud deployment models (public, private, hybrid).
  • Familiarity with Hyper-V and virtual machine management, troubleshooting skills for common Azure issues.
  • Basic knowledge of Storage Spaces Direct (S2D).
  • Understanding of Azure integration and management tools such as Azure Portal and Windows Admin Center, Azure Active Directory for identity and access management.
  • Basic skills in using Azure CLI and PowerShell for automation and management tasks, basic understanding of Kubernetes and container orchestration is a plus.
  • Knowledge of key Azure services such as Azure Virtual Machines, Azure Storage, and Azure Networking.
  • Understanding of virtual networks, subnets, and network security groups.
  • Basic knowledge of Azure security features and best practices.
  • High customer concentration, good communication soft skills.
  • Business Fluent English.
Preferred Skills:
  • At least 1-3 years of experience in technical support in Windows-based products.
  • Knowledge of snapshotting, replication, High Availability and Disaster Recovery concepts.
  • Knowledge or experience of public cloud platforms such as AWS or Azure.
  • 2-5 years of experience in Technical Support and Ticketing Software Skills.
  • Familiarity with ticketing platforms like Jira, Dynamic365, Salesforce, etc.
Qualifications & Certifications:
  • Microsoft Certified: Azure Fundamentals or other relevant certifications, Microsoft Certified: Azure Administrator Associate.
  • Experience: Any deployment projects involving cloud infrastructure, virtualization, or Kubernetes.

What Lenovo can offer you:

  • Opportunities for career development & growth.
  • Access to various training.
  • Performance-based rewards.
  • Flexible working environment (combination of working from home/office).

You will report to SSG (Solutions & Services Group) organization structure.

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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

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