Senior Technical Support Consultant

4 weeks ago

Morrisville, Canada Lenovo Full time

At Lenovo, we are committed to creating innovative technology solutions that enhance lives and foster inclusivity.

We operate on a grand scale, recognized not only as a Fortune 500 company but also as one of Fortune's Most Admired. With a presence in 180 countries and a workforce of over 63,000 talented individuals, we pride ourselves on offering the most comprehensive range of smart technology, encompassing devices, software, and infrastructure.

Our mission is to empower millions to experience a smarter future through our ingenuity.

Role Overview:

The Lenovo Solutions and Services Group (SSG) consolidates all of Lenovo's IT solutions and services across various sectors, including PC, infrastructure, and smart verticals. We deliver a unified global solution that spans from pocket to cloud under the TruScale brand, enabling our clients to realize their visions.

As a Premier Technical Support Specialist, your primary responsibility will be to assist enterprise customers in addressing complex technical challenges that exceed standard support levels. You will provide exceptional technical assistance through various communication channels, accurately diagnosing issues within our clients' product environments, including notebooks, desktops, and tablets. Additionally, you will coordinate the dispatch of parts and services as required.

Key Responsibilities:

  • Deliver technical support to Lenovo's enterprise clientele, troubleshooting hardware and software challenges, resolving technical inquiries, and providing guidance.
  • Effectively communicate with end-users, simplifying intricate technical details to align with each customer's understanding.
  • Collaborate with Level 2 engineers and technical account managers to address customer escalations.
  • Provide constructive feedback on recurring issues to teammates and relevant engineering teams.

Essential Qualifications:

  • 1-3 years of experience in a technical support or customer-facing technical role.

Preferred Qualifications:

  • Degree in Computer Science, Information Technology, or a related field; or equivalent professional experience.
  • Proven ability to thrive in a fast-paced, dynamic environment.
  • Demonstrated capacity for rapid learning and adapting to new technologies.
  • Experience in a call center environment is advantageous.
  • Strong communication, interpersonal, and analytical skills.

If you possess a passion for technology and customer service, we invite you to explore this opportunity as a Premier Technical Support Specialist within our Solutions and Services Group at Lenovo.

Lenovo is an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace.

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